Natwest
NatWest
Digital design - reducing customer friction & driving restorative action
The Why?
NatWest, as part of their card services activity, conducted a customer experience feedback programme. Part of this exercise involved the broadcast of a survey - to new customers - one month after receipt of their card.
The business being keen to monitor KPI performance levels in relation to the on-boarding experience.
The How?
Synthys supported the broadcast of this customer survey, as well as the associated data collection, analysis & visualisation. All of which was conducted via our infrastructure - albeit NatWest badged.
The NatWest business had full, real-time, access to the data-feeds, along with the associated dashboard reporting (facilitating immediate topline analysis, as well as verbatim response drill-down).
The What Now?
The construction of automated data feeds - allied to an impactful, accessible, dashboard - helped drive reporting accuracy, as well as business effectiveness.
Such an approach empowered the insight & operational CRM teams - facilitating far greater proactivity of customer intervention if/when there has been a sub-optimal experience.
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