- One of the world’s largest banks, HSBC lacked information about their business banking clients’ satisfaction with their ebanking platform, HSBCnet, and ancillary services like mobile banking and support center service delivery.
- HSBC wanted both to deliver quality service online, and to use the online channel to understand the HSBCnet customer lifecycle, business customer needs, and opportunities for future enhancements
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- ResponseTek implemented a multi-faceted CEM solution, including customer listening posts in HSBCnet, event-driven surveys within the banking platform, and periodic strategic surveys
- CEM solution would measure the customer experience along the HSBCnet lifecycle from user set-up and training, to usability, functionality and helpdesk support
- Customer feedback and information about the their experiences would be used to assess needs, predict usage of future product and service enhancements, and prioritize improvement opportunities
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- Customer experience intelligence from an annual survey of 72,000 global business customers, identifying specific usability and functional improvement opportunities within HSBCnet
- Development of targeted strategies for innovation and the consistent delivery of quality service from customer-driven business intelligence
- Greater understanding of value of customer experience within the organization
- 20% increase in Net Promoter ® score from business customer base
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