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Case Studies > International
Case Studies |
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Opinionmeter International
Success Story with NNB International Bank Plc
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Sector: Banking and Finance
Overview: NNB International Bank Plc (NNB) is a premiere
financial services operator in Nigeria with branches nationwide.
The bank is strategically focusing on the introduction of new customer
care (CRM) strategies that will enhance customer adoption of the
new service delivery channels, enhance customer usage frequency
of the channels, reduce customer attrition and enhance customer
lifetime value (LTV).
Objectives: To establish NNB's 'performance rating' amongst
its international and external customers in order to gain a better
understanding of its 'service gaps' and therefore help focus its
CRM strategy. The External Customer Satisfaction Survey (ECSS) covered
the following areas:
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NNB Market Branding and Market Positioning
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NNB Back Office Survey Delivery
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NNB Customer Service Delivery
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NNB Banking Products
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NNB Banking Hall Operations
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NNB Customer Interaction Channels
The International Customer Satisfaction Survey (ICSS) covered
the following areas:
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Employee Morale and Satisfaction
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Internal Processes and Assessments
Solution: OPINIONMETER
Opinionmeter Kiosk Devices were deployed in 24 NNB branches across
Nigeria to capture and analyze 'voice of customer' feedback, whilst
Opinionmeter Handheld devices were utilized to capture employee
feedback for the internal survey. Results were analyzed and a 'branch
comparison' analysis was carried out to drill-down into the specific
performance gap issues per branch. This enabled NNB to focus on
specific branch training or business process requirements for its
CRM program.
Feedback: "We have found the Opinionmeter
to be a highly effective customer feedback mechanism that has given
us real business intelligence."
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