The Bridgeloyalty team recommended that they plan out the customer journey for each of their products. extensive studies conducted over months, covering all regions and major cities to have well-refined and well-represented data points, helped in understanding ground-level situations better. Under the able guidance of banking domain specialists, the mystery shoppers went through a rich experience of every facet of banking retail products and tested the service channels with various real-time situations and got tested from the service domain specialists.

The team also conducted industry benchmarking that gave a lot of perspectives wrt process delivery TATs, quality of service, staff behaviour, communication and many other insights that helped in understanding relative as well as objective aspects of the business.  

The insights-led action plans have led to various initiatives to correct the areas of gaps and improvement. The bank is well on its path towards setting new benchmarks in service standards and industry-leading customer experience; using the voice of customers through journey mapping as a part of its business strategy.