Customer satisfaction with the banking customers
Sector- Banking & Finance
Business Practice- Customer Experience
The client wanted to gain an overall understanding about satisfaction of customers with their relationship with the bank.
They needed to gain a deep understanding of the relative importance of various aspects that are part of the customer journey in terms of staff, process, products etc. This would enable them to identify and prioritize key areas of improvement for the client to implement in order to meet the customer expectations depending on the service.
The interviews were conducted with the telephonically (Computer Aided Telephone Interviews -CATI) using a structured questionnaire.
The research helped the client gain a better understanding of the their overall customer satisfaction. The research gave an insight into the areas that they excel in and areas that need focus and improvement.
The research also helped the client to benchmark their services as compared to their competitors and to give them a clear picture of where they need to improve.