eTrusted for banks
Experience feedback can include the following areas:
Feedback on the account opening process
Feedback on the credit application process
Feedback on and after the initial consultation in the branch
Feedback on customer service
Feedback on and in digital offerings, such as the banking app
Feedback on the daily work of the teams
Digital and neobanks are booming and conquering more and more market shares of the traditional banking business. The competitive pressure on the banking market is increasing daily and is being further fuelled by embedded finance, demographic change, the ongoing digital transformation and changing customer expectations (customer centricity).
At eTrusted, we help you meet these challenges because customer centricity and reputation have never been more important.
Establish an Experience Feedback Culture
Customer Experience
Employee Experience
Partner Experience
Customer Experience Feedback
Current market challenges lead to increasing customer expectations and decreasing loyalty.
At eTrusted, we help you keep your finger on the pulse of your customers by holistically optimising your customer journey in a customer-centric way across every touchpoint. Create more trust and build long-term customer relationships. With the aim of increasing customer lifetime value, minimising churn rates, optimising products in a customer-oriented way and thus increasing closing rates. Whether offline, in your branches, by telephone in your service centres or online on your website.
Your benefits at a glance:
Optimisation of the use of your banking app towards more user experience
Increase in the completion rate of your online credit line
Improve the quality of advice in each of your branches
Increase in service performance geared to the needs of your customers
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Employee Experience Feedback
Current developments in the labour market mean that measures to retain employees and reduce fluctuation have rarely been as relevant as they are today.
At eTrusted, we support you in actively and continuously listening to your employees through feedback. This puts you in a position where you can improve the working environment for your employees in a targeted manner. Whether in the home office, at the workplace or on Workation, listen to every voice of your employees and ensure that adjustments can be made when and where necessary. This kind of appreciation for your employees shows that they are your top priority, which has been proven to extend employee lifecycles and improve retention.
Your benefits at a glance:
Increase the motivation and satisfaction of your teams, but also the productivity of your employees.
Learn from your teams, e.g. from your advisors in the branch, how to adapt processes even better to employee and customer needs
Optimise internal personnel processes from the job search to the departure of the employee
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Exemplary cooperation between eTrusted and Germany's banks
Obtaining authentic feedback after a wide variety of online steps, such as opening an account or applying for a loan.
Automated collection of feedback after a consultation, whether on-site in the branch or digitally or by phone
Obtaining real-time feedback after login to the banking app or online banking
Obtaining customer feedback after customer service contact, whether by phone or digitally
Regular measurement and evaluation of the net promoter score (NPS)
Marketing feedback from individual branches to improve their reputation
Partner Experience Feedback
A comprehensively established feedback culture in your company also integrates your partners and service providers. The focus is on actively improving this partnership through an ongoing exchange with, for example, your outsourcing partners.
We at eTrusted help you to focus in particular on the design of process interfaces in order to make them as effective and efficient as possible. In addition, an active feedback culture with your partners enables you to ensure customer relations on both sides and thus reduce potential barriers.
Your benefits at a glance:
Increased efficiency of cooperation through the improvement of process interfaces
Transparency about pain points and problems of your partners
Even more goal-oriented approach by enriching your outsourcing management with feedback insights in addition to the already existing KPIs
More about eTrusted Partner Experience Feedback >
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