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Case Study: A Major Financial Institution

Case Study: A Major Financial Institution

An enhanced customer satisfaction program far exceeded cilent expectations.

An enhanced customer satisfaction program far exceeded cilent expectations.

Situation

A major financial institution was committed to excellence in customer service. While they had been tracking their progress for ten years, the findings were not providing the actionable information that could drive improved results. They needed a research partner who could enhance their branch level customer satisfaction programs by providing analytics that would deliver actionable insights, improving process efficiency, and reporting at the branch level on a monthly basis.

In addition it was important that they minimize disruption to the existing customer satisfaction program that was in place, and find a partner with the flexibility that would allow them to grow in the future.

Solution

Maritz provided a seamless transition from the current supplier by replicating the existing program. At the same time they recognized areas for improvement. Joint efforts led to enhancements in the program including questionnaire re-design, sample management, analytics and reporting upgrades requiring robust quality assurance standards for data gathering. Monthly reporting via a branch-level online site provided a clearer picture of how employees were performing against a set of customer satisfaction criteria. Positive results were reinforced by monetary incentives at all employee levels.

After the client made a major acquisition, Maritz was able to integrate the program within the acquired company’s branches.

Results

Customer satisfaction results increased from 60 percent to 68.9 percent since start of the program.
The delivery time for reports dropped from the original 21 days to only 3 days.
The enhanced branch-reporting system delivers results that are more cost-efficient, and have a higher quality standard.
Branches are able to identify opportunity areas and take action in a timely manner.