Strengthening long term customer relationships for a UK savings bank

The Need

Our client wanted to measure and monitor customer engagement and satisfaction across a number of different touchpoints. We used Opinium’s Customer Experience Framework to evaluate this whilst providing a broader understanding of their service performance in a competitive context.

Our Approach

Opinium conducted an online customer engagement survey amongst its existing customers, ensuring a good spread across gender, age, region and product held. 

The Outcome

The results provided an overall customer engagement score to be used as a benchmark over time whilst providing clear indicators of what was driving positive customer experience and engagement.

The insights from this research helped prioritise areas of improvement and inform customer retention and acquisition strategy for 2019.