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Digital Assessment: Measuring Customer Experience and Technical Capabilities

Digital Assessment: Measuring Customer Experience and Technical Capabilities

Digital Assessment:
Measuring Customer Experience and Technical Capabilities

Please complete the assessment below to receive your results.

1.

Customer Experience

1. How simple is it for customers to enroll in paperless services?

*This question is required.
2.

2. Are your communications created with responsive design, allowing your customers to easily view them from a computer, tablet or other mobile device?

*This question is required.
3.

3. How easy is it for customers to update their preferences?

*This question is required.
4.

4. How comprehensive is the preference data that you currently collect from your customers (e.g., preferences for channel, frequency, timing, language, accessibility needs, and variation for different document types)?

*This question is required.
5.

5. Is messaging tailored to the online recipient (e.g., “go paperless” messaging is suppressed from customers already enrolled in digital communications)?

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6.

Technical Capabilities

6. Do you offer multiple digital document format options to your customers (e.g., customers can receive the document as an email attachment, as an email with a link, download from your website, etc.)?

*This question is required.
7.

7. How comprehensive are your electronic payment options as it pertains to vehicles (ACH, Debit Card, Credit Card) and methods (one time, recurring, auto debit, etc.)?

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8.

8. How advanced are your digital communications at supporting the ability to view and conduct transactions through multiple devices (e.g., computer, tablet, or mobile) across multiple digital channels (e.g., digital mail, online banking, consolidators, etc.)?

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9.

9. How robust are your search and reporting tools for allowing customers to find specific documents and transactions?

*This question is required.