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Case Study - Major Australian Bank

 

What we did – Active Customer Feedback Loop

 

  

Benefits we targeted


Operationalised customer feedback at all levels of the organisation aligned to measurable strategic goals for better customer experiences.

  • Modified operating model and supporting organisational structure and processes to deliver a new or enhanced capability.
  • Designed & deployed the enabling customer feedback loop technology with integration to existing operational systems  including multi channel alignment.
  • Made the voice of the customer real for employees through dashboards (introducing new or enhancing current capability).

 

       
  • Increased referral sales.
  • Increased wallet share and customer lifecycle tenure.
  • Individual employee actions aligned to strategic goals.
  • Increased first contact resolution.
  • Reduced complaints.
  • Harmonised people, process and technology with strategic alignment.

 

  We worked with the client to design and deploy the loop (left) and actively contributed to delivering a 30+ point increase in Net Promoter Scores (NPS) over 8 months as well as other benefits.