Case Study

Local Banking Done Better

Jan 24, 2019
Study on how a local bank improved their service

The Challenge

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

The Solution

By utilizing the flexibility of ThoughtLight® when it comes to in-the-moment insights, the client was able to “tag-along” with 75 respondents every time they went to their bank over the course of one month. The respondents created video responses prior to their visits to describe their needs and purpose for going into the bank along with their expectations on the service they would receive and how long they thought it would take. They then made follow up video responses after their visits to describe what actually transpired and how they felt about their experience. In addition, with Glide Central® to organize and analyze approximately 75 hours of content submitted by the respondents, the client was able to identify valuable feedback that enabled them to effectively improve the in-lobby experience for their customers.

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