Product
Company
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Challenges:
The bank observed declining satisfaction scores for its top customers.
trustMinder Activity
Our team improved NPS 15% in less than 3 months. The program benefited from our collaboration which increased response rates to over 25%. trustMinder AI-based sentiment analysis automatically pinpointed issues affecting these customers so action could be taken in near real-time.
Business Impact:
These top customers are the bank's most valuable and they realized new growth and retained revenue worth tens of millions annually. Resolving these issues lowered the banks cost-to-serve in parallel.
"trustMinder’s insights were instrumental in driving customer satisfaction for our most valued accounts."
— Insights Manager
Challenges:
A manual interview-based survey strategy was burdensome to manage for Agents across Europe. Moreover, inconsistent feedback collection methods across 9 countries became ineffective especially during disruptive periods such as seasonal resource challenges, COVID, and more.
trustMinder Activity:
Our team helped configure automated distribution of digital surveys on trustMinder with automatic ticketing for closed-loop activities. Survey response rates increased to 15%.
Results:
The new standardized program delivered consistent and relatable insights across 9 countries. The multi-location company was able to level-up performance of individual sites and several low-performing (service quality) offices jumped from the bottom to top tiers.
“Super easy to use and it’s fantastic the way all issues are identified in real-time and the trustminder platform automatically notifies the appropriate team”
- Head of Customer Success
Challenges:
This Agency struggled with nearly no customer feedback, or very low response rates, across their customer journeys. This includes customers in the buying stages as well as post-purchase.
trustMinder Activity:
The agency improved their program practices with comprehensive Customer Journey insights. Feedback response rates increased from nearly 0% to 40% while leveraging multiple delivery methods and an emphasis on SMS-based distribution.
Results:
Service levels are estimated to have increased nearly 30% based on better customer engagement & loyalty.
We now have actionable insights delivered to our leadership effortlessly.
— Head of Contact Center
Challenges:
This company struggled to collect consistent feedback across national retail brands using their product in different countries.
trustMinder Activity:
The customer team partnered with us to consolidate a multi-vendor environment onto trustMinder and support multiple integrations and languages. The migrations were easy and resulted in fully branded surveys in English, Spanish, and French launched within weeks.
Results:
The customer is estimated to realize 15-20% improvements in customer acquisition and retention which drives revenue growth worth millions annually.
"The simplicity and adaptability of trustMinder was critical for us to roll out multilingual customer feedback surveys."
— Senior Marketing Manager
