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Case Studies |
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Financial Success Story with
Bank of America |
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Sector: Financial / Banking Institution
Overview: Bank of America is the nation’s
largest consumer bank and the first to have a truly national retail
franchise, with over 5,000 full service banking centers in 29 states
and the District of Columbia. These banking centers collect point-of-sale
“voice of the customer” (VOC) data focused on the key
drivers of customer delight and dissatisfaction.
Problem: Today, a single measure captures Top
2 Box score for the banking center level, but detail at the associate
level or information regarding the “whys” behind the
responses is not available. As a result, it is difficult for a banking
center manager to diagnose the root cause of a poor score. Coaching
varies by manager and often requires a significant time investment.
The goal is to increase the speed with which banking centers move
from one customer satisfaction level to the next. It will also improve
the associate coaching experience as managers will have not only
personal observation but literally the “voice of the customer”
(VOC) to incorporate into their daily coaching.
Solution: Opinionmeter survey devices were deployed
to those banking
centers identified as under performing. The web-enabled devices
provide real-time “voice of the customer” feedback at
the point of-sale. Web-based reporting allows managers to view results
in aggregate or filtered down to the associate level.
Smart Coaching: Based on results from the VOC
surveys, Banking Center Managers will create action plans and provide
“Smart” (or targeted) coaching based on best practices
of high performing banking centers.
Feedback: “I found the opinionmeter to be
one of the best mediums to capture the voice of the customer at
the point of the customer’s experience. There is no easier
or cheaper way today to capture customer data."
Steve Darrish,
Senior Vice President
Bank of America
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