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Assess the adoption rate of online banking services
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Activate immediate remedial actions and strategize for long-term goals
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Helped modifying the marketing campaign to increase awareness of online banking
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Improved CSAT ratings; Remarkable interest generation
CLIENT CHALLENGES
- To assess customer satisfaction and customer feedback with regard to online banking services
- To identify the strengths and weaknesses of online banking services
- To understand the expectations of customers and “on-ground” delivery of online banking services
OUR APPROACH
- Designed an interactive 20-minute survey questionnaire
- Collected data from 2000 retail and corporate bank customers (contact details provided by the client) via an online methodology by sending personal email invitations to participate in the survey
- Identified different behavior patterns,including spending, investments, and online usage of banking facilities,and presented them using a range of charts and tabulations
- Created quick, online customizable dashboards to:
- Evaluate performance of the complete suite of banking offerings “as-on-ground”
- Identify and list top 10 expectations of retail and corporate clients
- Ascertain top 5 areas each with regards to customer satisfaction and improvement required
IMPACT DELIVERED
- Research enabled the client to conduct a gap analysis between the services provided and its on-ground delivery:
- Customers unaware of online banking terminology
- High-service charges for online banking
- Lack of trust for online banking services
- Partial or minimal utilization of online banking
- Key suggestions provided:
- Increase ATM booths and cash availability
- Increase e-lobby kiosks with training support
- Increase customer awareness about on-line banking by arranging seminars, workshops, etc.
- Resolve technological problems by using latest technologies
- Use easy and secure system
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