How Do I Know When OK Isn’t Good Enough?
When a major bank wanted to understand what was it that made a customer into an advocate and quantify the impact on branch performance it meant listening to thousands of customers talking about their experience in their own words.
A major South African Bank needed to understand the differences in what they offer and how they treat their customers that converts a customer into an advocate and quantify the impact on branch performance.
By asking an open ended question on text to the customers mobile MineTech were able to gather over 50,000 responses in just 6 weeks as customers left their branch. By just asking how was your visit we were given every detail and nuance that went into making an OK visit into a good experience.
When we analysed the “good” response by branch and added the branch performance we were able to quantify the service profit chain link in terms of new customers and services. Plus we could identify which branches were not delivering and why.
MineTech | Apr 19th, 2016 | branch performance, customer