Transforming Banking through Data Driven Insights
Customer Base
~40Million
Services
CSAT & Mystery Shopping
Industry
Banking & FinTech
Duration
8 Years
NPS Increased
11 points
Ranking Increased
2 Ranks
Branch Performance Uplift
12%
NPS Increased
11 points
Ranking Increased
2 Ranks
Branch Performance Uplift
12%
The Challenges
The bank faces a dual challenge: maintaining consistent service quality across locations while lacking real-time customer insight due to fragmented systems and manual processes.
Service Inconsistency
Customer experience varies due to geographic and branch maturity differences.
Visibility Blind Spots
Fragmented surveys and manual processes delay feedback and reduce data reliability.
Technology Gap
Lack of a centralized video platform limits audit-ability and compliance.
Decision Paralysis
Lack of consolidated data limits regional benchmarking and actionable insights.
Core Friction Points
Service Inconsistency
Customer experience varies due to geographic and branch maturity differences.
Visibility Blind Spots
Fragmented surveys and manual processes delay feedback and reduce data reliability.
Technology Gap
Lack of a centralized video platform limits audit-ability and compliance.
Decision Paralysis
Lack of consolidated data limits regional benchmarking and actionable insights.
The Solutions
We help banks measure and improve customer experience across every touch point. Through continuous Voice of Customer surveys and branch-level mystery shopping, we identify service gaps with precision.
Management Visibility
Centralized portal access enabled senior management to remotely review branch-level service execution.
Digital Audit Trail
All visit videos are securely uploaded to an online portal, creating a verifiable, easily accessible record of every branch interaction.
Automated Reporting
Performance reports are created and distributed automatically, ensuring every branch receives accurate, up-to-date information.
Controlled & Restricted Access
Secure, role-based access limits
each branch to its own data, safeguarding sensitive performance information.
Growth & Scale
- NPS increased by 11 points & CSAT by 6%.
- PIR reduced by & PRS increased by 28%.
- Compliance uplift 16% (Mis-selling reduction).