Touchpoint-Analyse Bank

Leading German financial institution

Touchpoint-analysis and development of optimization approaches

Challenge

The client wants to eliminate wastage in marketing. For this purpose the client needs to know its real touchpoints, and evaluate the associated "contact experiences".

Approach

YOUSE analyzes and visualizes the customer journey in the corporate customer segment. Subsequently, the user-experience during the various contacts with the financial institution is evaluated to obtain starting points for optimizations.

Outcome

The client receives a clear description on which touchpoints improve / deteriorate the customer experience, and how they contribute to customer satisfaction and loyalty. Furthermore the client is now able to identify optimization potential.

1.291 filled online questionnaires
5 workshops with more than 30 participants
Plenty of approaches for optimization