CHALLENGE

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

Case Studies

Increase in branch sales by improving customer experience

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