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 telephone 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 Financial Regulator / 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. Treating Customers Fairly (TCF) compliance teams, product marketing – and more.
- Enable direct follow-up to individual customers where they raise issues that affect Treating Customers Fairly (TCF) outcomes.
