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Industry: Financial
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Campaign: CSAT, NPS
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Company Size: 1000-5000
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Book a DemoSummary
A prominent financial institution partnered with Zykrr to gain deeper insights into customer engagement, identify brand drivers, and measure satisfaction with their vehicle loan products. By utilizing tailored surveys and advanced analytics, Zykrr helped the institution collect valuable feedback from 2,400 customers across 15 states, all within a short 10-week period. This allowed the organization to pinpoint key areas for improvement and better align their services to customer needs. With competitive benchmarking and detailed data analysis, the institution was able to leverage these insights to stay ahead in the customer experience in financial services landscape.
Objective
In the highly competitive financial services industry, a leading financial institution aimed to enhance its customer engagement and experience, particularly with its vehicle loan offerings. Their goal was to gather actionable feedback and benchmark their Net Promoter Score (NPS) and Customer Satisfaction (CSAT) against competitors. Partnering with Zykrr allowed them to develop a robust feedback system that would provide a clear path to improving service quality and loyalty—ultimately strengthening customer experience in financial services for their clients.
The Challenge
Their Need, Our Expertise.
The institution needed comprehensive insights into customer perceptions and behavior in order to optimize engagement and satisfaction with their vehicle loan products. However, they faced challenges in gathering and analyzing data from a diverse, nationwide customer base. Addressing these gaps was crucial for delivering better customer experience in financial services, and this is where Zykrr’s expertise came into play.
The Solution
Our Strategic Approach:
Zykrr developed a dynamic and customized survey designed to capture relevant feedback from both new and existing customers. With a focus on advanced analytics, Zykrr used data science to provide in-depth NPS and CSAT analysis, segmenting the customer base for more targeted insights. The survey employed rigorous methodologies, such as stringent qualification criteria and CATI (Computer-Assisted Telephone Interviewing) techniques, ensuring data accuracy and reliability. Additionally, competitive benchmarking helped the institution compare its performance against industry leaders, driving measurable progress in customer experience in financial services delivery.
THE RESULT
Impact Delivered
Through their partnership with Zykrr, the institution was able to gather valuable customer insights from across 15 Indian states. The data-driven recommendations led to targeted improvements in their vehicle loan offerings, significantly boosting customer satisfaction. Zykrr’s competitive benchmarking further highlighted opportunities for differentiation in a crowded market, giving the institution a strategic edge in delivering superior customer experience in financial services. By focusing on actionable insights, this partnership not only enhanced satisfaction levels but also built a strong foundation for sustainable loyalty. The case study reflects how Zykrr’s solutions empower organizations to transform customer experience in financial services, ensuring they remain competitive, relevant, and trusted in today’s evolving market.
