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32% Increase in Compliance
in Just 6 Weeks

 


THE PROBLEM 
Our client in the banking arena was experiencing a decrease in customer satisfaction due to poor service delivery. A new customer servicing process was implemented and rolled out nationally. The roll out was supported by an in-store incentive program for front line employees, to encourage rapid adoption of the new process.
 

THE APPROACH 
SeeLevel designed a Human Experience (HX) measurement program that captured whether the in-store team members were complying with the new servicing process.
 

THE SOLUTION 
Our HX Evaluators conducted over 16,000 in-store evaluations over the course of 6 weeks. Every time a team member was observed delivering the new process by an HX Evaluator, the team member and their manager were awarded an On-The-Spot reward certificates.
 

THE RESULT 
Compliance with the new process increased by over 32% over the course of just six weeks.
 
SeeLevel HX gets inside of the experiences delivered by your brand, your main competitors and your industry as a whole, to identify what truly sets you apart and ensures that your customers become the loyal advocates that continue to drive your brand’s ongoing growth and success.
 
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