A leading Indian bank wanted to improve customer experience for retail banking customers across touchpoints

APPROACH

• Redesigned SOP’s using attribute analysis of 5000 customers of client’s Target group
• Carried out weekly mystery audits to at all touchpoints(Voice calls Audit/ E-Mail Interactions/ Web/App interactions)
• Our team regularly interacted with client’s regional teams. This consultative approach increased the ROI of exercise by ensuring optimal improvement in all regions.

IMPACT

• Increased average branch revenue by 14%
• NPS improved by 23%
• Placed a resource at client’s premise. This ensure the program’s alignment with client’s strategy and to ensure timely actions based on audit findings