Customer Satisfaction Framework

Satisfying - better yet, delighting- customers is a fundamental goal of every business. But what is customer satisfaction? What benefit does it deliver? How do you quantify and measure it? What are the best ways to improve it?

At Equity National, our approach to delighting our customers is scientific. We do not rely on fuzzy logic to create exceptional service. Instead, we choose quantifiable scientific data to help us become Experience Architects. This allows us to "hear" our customers more accurately and "feel" their pains. This science of customer experience measurement allows us to translate what we hear and feel into actionable data, which can then drive our process improvements.

In the same way our brains tell us to move our fingers from the hot stove, our system senses customer pain in real time and enables us to act right away.

As proof that we "feel" your pain and care deeply about our customer service experience, we created Touchpoints^TM, a customer satisfaction measurement system that provides you with real-time, scientific data from each transaction we process. Our Touchpoints^TM CSAT system is built on a framework of five points that have been proven to capture and effectively measure 99% of the customer service experience: Responsiveness; Reliability; Assurance; Empathy; Services.

The Touchpoints^TM CSAT System gives us feedback from your team that is actionable; data that empowers our organization to drive responsive actions immediately.

Touchpoints^TM is one of four components that make up our Total Performance Measurement dashboard, which provides our customers with real-time data on: Process Performance, Execution & Accuracy, Title Orders & Closings and Customer Satisfaction. All quadrants of this dashboard are measurable over short or long periods of time, so you can see change happening in easy-to-read graphical representations of our performance.

Equity Sample Dashboard

The end result is fine-tuned levels of service, customized to your needs and wants.

Our innovative customer satisfaction measurement system eliminates the need for any guesswork as to whether our performance measures up to our Agile Service Level Agreement (ASLA^TM) promises. You will be able to see, study and measure the resulting data on a weekly, monthly or quarterly basis.

Equity National's constant monitoring of the customer service experience ensures that our internal process improvements focus on what you and your team truly value in the title & settlement experience, not what we think you may want.

Touchpoints^TM gives you a real-time, accurate, actionable and measurable indicator of our service performance.

When was the last time your title company offered you proof like this?