35% Increase in Customer Satisfaction Scores
By promptly addressing high-priority feedback, satisfaction ratings improved.
EonPath’s Voice of the Customer Strategies
Listening to the Customer Voice to Drive Innovation
At a Glance
35%
Increase in customer satisfaction scores
20%
Reduction in
product development time
4x
Increase in actionable
customer insights
50%
Boost in engagement with feedback channels
Introduction
For financial services, understanding the voice of the customer is crucial to sustaining loyalty and competitiveness. EonPath’s VoC Program gathers and analyzes valuable client feedback, enabling financial firms to incorporate actionable insights into CX strategies, product development, and service delivery.
The Challenge
In the financial sector, companies face unique challenges in consolidating and acting on customer feedback; a comprehensive approach is essential to turn raw data into meaningful improvements.
Specific challenges included:
- Scattered Feedback Sources: Feedback spread across multiple channels, making consolidation and analysis difficult.
- Lack of Actionable Insights: Translating diverse feedback into practical strategies was challenging for the client.
- Customer Satisfaction Gaps: Without a holistic view of customer needs and expectations, satisfaction scores remained stagnant.
EonPath’s Approach
EonPath’s VoC Program centralizes and processes customer feedback across all channels, transforming raw data into actionable strategies that improve client satisfaction and service innovation.
Key steps included:
- Comprehensive Feedback Integration: Aggregated feedback from surveys, social media, and customer service into a unified platform.
- Sentiment Analysis and Insight Extraction: Employed advanced sentiment analysis to pinpoint key emotions and motivations, offering a deeper understanding of client needs.
- Prioritization of Key Insights: Segmented insights by urgency and impact, ensuring prompt attention to high-priority feedback.
- Feedback-to-Action Framework: Collaborated with the client to convert insights into actionable initiatives, addressing customer concerns and enhancing the client experience.
- Ongoing Feedback Loops: Established continuous feedback loops to track changes in customer sentiment, enabling real-time strategic adjustments.
Key Results
EonPath’s VoC Program significantly improved client engagement and operational alignment with customer needs in financial services.
20% Reduction in Product Development Time
VoC insights informed agile development, speeding time-to-market for customer-aligned products.
4x Increase in Actionable Customer Insights
The VoC approach delivered deeper insights, enhancing the client’s strategic decision-making.
50% Boost in Engagement with Feedback Channels
Simplified feedback options led to more customer participation, broadening insight collection.
Final Thoughts
EonPath’s VoC Program enables financial services to leverage customer insights, fostering innovation, satisfaction, and loyalty. This tailored approach ensures that financial firms stay responsive to evolving customer needs, fueling growth and long-term success.
*We take our clients' confidentiality seriously. While we've changed their names, the results are real.
