The bank’s service team along with the BridgeLoyalty team discussed their program, which started with a small team of well-trained researchers who established contact with their customers after their interactions with banks access channels. The effort is to get to know the reasons behind the ratings given and empathise with the customer’s experience and arrive at actionable feedback.

The team also highlights the complex issues that need urgent attention and saves many customers from switching or account cancellation due to unaddressed service issues.

The program also serves to drive behaviour change and inputs for training for the branch staff and recognize staff that has served the customers well and got customers’ appreciation.

The bank is well on its journey to continuously act on these valuable inputs provided and improve its experience with its customers. This has helped Bank in correcting many of its internal processes, brought staff awareness and sensitivity towards client dealings and brought the speed of resolution to complex issues raised during the interactions.

The program is well entrenched in Banks overall service experience strategy and way of life towards retaining as well as improving the service standards.