Challenges

Our client, a renowned credit company lives by their ‘Customer First’ philosophy has always been consistently looking to enhance their customers’ experiences. As the saying goes “Good experience will lead to good satisfaction results which will then correlate to Advocacy and Loyalty” and is what financial institutions are consistently after. With this in mind, our client has embarked on a customer satisfaction study focusing on Net Promoter Score (NPS) measurement to monitor and track their service performance across the different key customers’ touchpoints – not just at a macro level (touchpoints) but also on a micro level (service area within each touchpoint).

Approach

With a huge database of customers to utilize, we have adopted a hybrid approach of SMS Blasts and Telephone interviews to reach out to the customers for a period of 1-year. Each month, we reached out to about n=1,200 customers nationwide to measure customers’ recommendation and satisfaction level across the different key touchpoints as well as the individual service areas within each touchpoint. In addition, we also collected customers’ feedback on their experiences/interactions to identify potential improvement area.

Results

Month-on-month, combining both Driver and Performance matrix analyses, we were able to dissect not only which touchpoint but also the individual service area (within the touchpoint) that needed immediate action. And month-on-month, we do reckon that preventive actions were implemented as and when required, and we saw that the client NPS was steadily moving towards an upward trend