Bank

Bank X wanted to know about their customer satisfaction with service received across its various touch points.

Purpose

To know about customer concerns and NPS score.

What Cleinsight did

To cover all touch points of Bank X, Cleinsight provided their services online and on their intranet, on the bank’s mobile application, website and branches. To cover the touch points Cleinsight deployed its feedback collection system at 30 branches of the bank and provided API integration assistance. The data collected can be filtered and analyzed based on branches and services received along with the summary of the feedback given by individuals across a time period in feedback trends under their profiles. For negative feedback, the form was deployed in such a way that the users could provide the type of negative experience they had. Based on their profile information the bank personnel could get in touch with the individuals who had negative experiences in order to mitigate the issues. Future scope: With API integration of bank user’s details, Cleinsight can provide demography-wise satisfaction reports and a correlation between services received and satisfaction level.