Customer feedback data collected about the Interactive Teller Machine (ITM) experience allowed for changes to be made to improve the experience, and make business decisions regarding expanding/reducing the number of machines. Survey feedback helped the bank understand custom awareness of an upcoming digital platform upgrade, which aided in communications planning. The implementation of Case Management allowed the We Care team to follow up in real time with customers.
- 6% Increase in overall lending experience score
- 6-1 Increased availability of customer feedback from 6 weeks to realtime
- The company launched four major consumer channels with 10 underlying surveys in less than a year