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Case Study: For CyberSource, Award-Winning Customer Satisfaction Pays

17 Jun, 2013

The Challenge

CyberSource Corporation, a leading provider of electronic payment, risk management, and payment security solutions, wanted to ramp up its customer feedback program to encompass best practices for capturing, analyzing and acting on customer data. They were also looking for expertise and innovative survey strategies to improve the quality of their customer feedback.

The Solution

After looking for and hiring Confirmit CustomerSat, who provided a robust enterprise feedback management solution to help CyberSource capture daily transactional data, analyze customer information, and act on the issues that impact customer satisfaction, they got the solution they needed. Expert consultants provided leadership and best practices guidance to help CyberSource get more value from their customer feedback program.

The Results

 •Significant increase in satisfaction of small business customer segment

•Rapid, effective customer problem resolution, with employees motivated around customer Satisfaction

•Five-Year track record of consistently high enterprise customer satisfaction

While a core team at Cybersource directly manages the Confirmit CustomerSat application, the application distributes customer feedback throughout the company via custom dashboards that provide data individually tailored for customer service representatives (CSRs), for supervisors, and for management. Data is delivered daily, and the company uses the information to pinpoint problem areas, prioritize issues, and develop action plans for issue resolution.

CyberSource Results

Significant Increase in Satisfaction of Small Business Customer Segment

CyberSource has used the feedback delivered by CustomerSat to improve the customer experience for small businesses, the fastest growing segment of the company’s customer base, helping to drive a dramatic increase in their satisfaction scores over the past two years to a strong “high satisfaction” level.

Rapid, Effective Problem Resolution

When CyberSource Corporation expanded its line of small business eCommerce payment solutions with the acquisition of Authorize.net, they also acquired a new customer base with its own specific set of needs. Support surveys identified new satisfaction issues specific to these small business customers—they were seeking a more empathetic and courteous professional attitude from customer support representatives. Armed with this information, CyberSource hired trainers and conducted training sessions to coach CSR staff on improving the small business customer experience. They used CustomerSat to monitor feedback on transaction quality, empathy and courtesy. The result: small business customer scores rose nearly a full point on the satisfaction scale in a short time.

Employees Motivated Around Customer Satisfaction

CyberSource also uses customer feedback to support employee motivation and improvement. Each day, Customer Service  Representatives log in to dashboards to see their personal results based on customer surveys conducted using CustomerSat, and they review the responses and scores from their own support transactions. Supervisors are able to use the customer feedback to coach CSRs on an individual level. Survey data is also used for peer-to-peer comparisons within CSR teams and across the organization.

Five-Year Track Record of Consistently High Enterprise Customer Satisfaction

Since CyberSource has tracked key data on overall satisfaction scores with their updated 10-point scale, they have seen consistent “high satisfaction” rankings among their Enterprise customers over the past five years.

Competitive Differentiation with an Award-Winning Customer Experience

CyberSource Corporation has been recognized with ACE (Achievement in Customer Excellence) Awards for both its enterprise and Authorize.Net small business payment management solutions, validating their outstanding achievements in customer support and product quality. The ACE Award certifies and celebrates outstanding achievement in customer satisfaction based on rigorous application of customer feedback processes and outstanding customer satisfaction ratings.

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