Surviscor - The Company
Surviscor Inc. is an established leader in the monitoring and assessment of direct (non face-to-face) distribution channels offered to Canadian retail customers. Surviscor's main mandate is to increase the performance of direct distribution channels through a common voice of consumers and providers. Surviscor is well known for its financial service syndicated assessments, including its prominent Online Brokerage scorCards™, Online Banking scorCards™ and Mobile Banking scorCards™.
The scorCards™ rank the individual online firms within their online industry based upon the existing features and functionalities. The service responsiveness studies are based on Surviscor's Service Level Assessment program.
Surviscor's expertise and experience can be found in three key areas known as our AAA Advantage:
- AUDIT OF SERVICE COMPONENTS
- APPRAISAL OF SERVICE QUALITY
- ANALYSIS AND DEVELOPMENT OF MARKET OPPORTUNITIES
Audit of Service Components
Features and Functionality Audit - a detailed quantitative-based inventory of the features and functionality that exist in a direct distribution channel. This audit includes industry findings, detailed firm-specific results (i.e., scores, rankings, strengths, opportunities, gaps), plus insight into industry best practices and actionable recommendations for ongoing development.
Competitive Assessment - an extensive environment scan, based on a combined quali-quant approach, which compares and benchmarks a firm's service components to industry performance, and to detailed results of selected competitors. This assessment also includes an in depth analysis of strengths, opportunities, and gaps, and offers precise recommendations for channel development.
Appraisal of Service Quality
Usability Appraisal - a qualitative-based "mystery shopping" investigation that critiques and measures the overall client experience, including usability, messaging, language, appearance, and responsiveness to customer inquiries. It will uncover significant strengths and weaknesses revealed, and supplement these findings with visual examples, commentary, and submission of actionable recommendations.
Service Level Assessment Study - an appraisal of a firm's effectiveness in responding to customer (or prospective customer) inquiries via a public e-mail or form-based system. Results for response time and accuracy can be benchmarked against industry standards and industry leaders.
Social Media Responsiveness (SMR) Study - an assessment of a firm's performance in responding to customer (or prospective customer) inquiries via leading social media channels. Response time and accuracy results can again be benchmarked against industry standards and industry leaders.
Analysis and Development of Market Opportunities
Industry/Segment Analysis - a comprehensive market assessment of an existing industry, market segment, or customer segment to determine the feasibility and potential for entry or support for exit.
Functional Specification Report - a direct liaison between business leaders, development team and vendors to analyze/prepare detailed business and/or technical specifications tied to a new or enhanced direct distribution channel.
Design/Prototype Review - an evaluation of concepts for new or improved design/functionality prior to placement into production.