The Challenge

How does a nationwide financial services provider better tailor their services and support to everyday customers directly in the lobby of their bank locations?

The Solution

Utilizing the flexibility of ThoughtLight for in-the-moment insights, the client was able to “tag-along” with 75 respondents every time they went into their bank for everyday banking activities over the course of a month. Respondents created video responses in advance of their visits to describe their needs and purpose for going into the bank, their expectation of the service they would receive, and the time they anticipated it would take. They made follow up video responses as they completed their visits to describe what actually transpired and how they felt about their experience. With Glide Central to organize and analyze the approx. 75 hours of content that respondents submitted, the client was able to identify valuable feedback that enabled them to effectively improve the in-lobby experience for their customers.