Branch customer experience research
Sector- Banking & Finance
Business Practice- Customer Experience
- To measure and track customer experience with client bank’s branches – across different customer proposition/segments.
- Understand relative importance of various aspects that are part of the customer journey in terms of staff, process, personal quality, waiting time etc.
- How does the client perform on the customer expectations for each branch in each segment? Identify and prioritize key areas of improvement
Mobile surveys (via sms with survey link)
The research helped the client to better the customer’s experience with the waiting time, speed of service during their visit, the quality of the staff, and the staff ability to explain bank’s products.
The research also helped the client to benchmark which branch is exceling in terms of their services and which are not doing so well and thereby reduce the variance across branches.
This research helped the bank to monitor staff performance and take actions based on immediate feedback as well as incentivize them accordingly.