Enhancing Customer Satisfaction for a Banking Client
- A mid-sized regional retail bank aimed to improve its customer satisfaction and retention rates
- The bank faced challenges with its customer service across various channels, including branch visits, online banking, and mobile apps
- To measure customer satisfaction levels among retail banking clients and identify areas for improvement within different service channels
- Developed tailored CSAT surveys for in-branch, online, and mobile channels
- Distributed surveys via email, SMS, and in-app notifications to capture diverse feedback
- Analyzed responses to measure satisfaction scores and identify key drivers, using statistical methods for deeper insights
- Mapped customer journeys to identify critical touchpoints and issues
- – Analyzed metrics like click paths and drop-off rates to understand behavior
- Generated actionable insights from survey findings to drive targeted improvements in customer experience and operational efficiency
- Overall CSAT scores increased by 20%across all service channels within six months
- Branch-specific satisfaction improved by 15%, while online and mobile banking satisfaction saw a 25% boost
- Customer retention rates improved by 18%, reducing churn and increasing customer loyalty
- Response times for customer inquiries were reduced by 30%, leading to faster issue resolution and higher customer satisfaction
- The bank used the insights from the surveys to make data-driven decisions, optimizing resource allocation and prioritizing high-impact areas
