RESULTS

Smooth Sailing

Low Friction

Congratulations! With such a seamless journey laid out for them, your customers can sail into the sunset. You’ve removed an impressive amount of friction from the customer experience so your customers can easily get the help they need both online and in-person, while also making the workday smoother for your employees. *High fives all around.*

But before you sit back with a pina colada, remember there’s still work to be done! Customer needs and preferences are forever changing. And in addition to market changes, technology is also evolving at a rapid pace. That means it’s always important to continually revisit your customer journey mapping to keep your service level high. Make sure to keep an eye on metrics to make sure you’re continually optimizing your customer journey to keep them satisfied.

Try this:

Make sure you have the right tracking systems in place to understand how and when your customers want to bank with you. That includes keeping track of which channels deliver the best experiences in the least amount of time, so you know where to invest for each service or product type. This kind of knowledge will allow you to continually adjust your service delivery model. 

Here are a few top metrics to monitor: 

• Customer or member satisfaction. This will help you keep a pulse on customer sentiment.
• Average handle time. You can use this information to set average targets for different kinds of interactions. 
• Digital adoption. This can help you understand how effectively you are converting members to digital services at the point of sale. 

If you don’t already have technology to collect this data in place, an appointment scheduling system can help you track key metrics. Coconut even allows you to track data like walk-in traffic, staff sentiment, and top acquisition channels which can help you better tailor your services to meet members’ needs.

Check out our Banking Analytics Guide to learn more about metrics that experience and operations leaders in banking shouldn’t miss.