Customer feedback for Financial Services

• Capture feedback from all customer interfaces - online and offline
• Provide 'always on' listening posts for customer feedback about their experience in the branch, online or with your call centres
• Use IVR follow-up surveys for quick and low cost capture of post-call attitudinal survey, capturing real time comments right at the time of the interaction
• Use web feedback links to capture web user experience
• Promote a listening culture for genuine customer experience improvement and FSA compliance
• Distribute customer experience insight via interactive dashboards to all users throughout the organisation - branch management and staff, head office teams, customer management and CRM, customer service teams, TCF compliance teams, product marketing - and more.
• Enable direct follow-up to individual customers where