Case Study

Think Bank Website Changes Hurt Their Satisfaction Scores - Why?

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Challenge

 

Think Bank upgraded their website and online banking capabilities.

But rather than seeing an uptick in satisfaction scores, the scores decreased significantly. So they turned to PeopleMetrics to figure out why.

 

Approach

 

PeopleMetrics reviewed the customer feedback we gathered from surveys post-upgrade and found that problems were related to the online bill-pay not functioning properly and important documents not loading.

Their system hadn't reported either of these issues and they were not aware their customers were experiencing problems.

We also discovered that previously happy customers were frustrated with the new system and moving their transactions to other banks.

This was further supported by customer comments expressing frustration with difficulty navigating the system that was supposed to make their transactions easier.

Outcome

 

Based on customer feedback, PeopleMetrics recommended changes to the online bill-pay system and a better system monitoring tool.

Think Bank incorporated these website design changes that addressed the specific complaints and a monitoring tool to alert them to system issues.

Through these changes, Think Bank's problem incidences declined by over 50%, while their NPS increased by 13 points!

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