Hancock Bank CASE STUDY SITUATION: Hancock Bank had a goal of providing the highest level of customer service. A major focus was to be able to identify the key drivers of the customer experience. SOLUTION: CSP implemented a Voice of the Customer solution that allows Hancock Bank to easily view real-time customer feedback; drill down to the level of the individual branches and employees; and clearly understand what is driving customer satisfaction and loyalty. RESULTS: In a little over two years since CSP’s Voice of the Customer system was implemented, Hancock Bank has experienced significant improvement in all key metrics – especially customer advocacy and loyalty. Key drivers have been identified across all positions for both retail and commercial bank

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