SNS Bank (part of the De Volksbank) is working towards a 9+ for customer experience with the aim of increasing their customer effort score (CES) and the Net Promoter Score (NPS) and reducing unnecessary contact with customers. To be able to manage these KPIs better, more insight had to be created in the customer relationship and customer experiences.
Underlined brought sources together from different systems and departments for a 360 view into the customer journey and provided insight into the areas for improvement in processes, products, and topics. With text mining, open texts have been categorized and insight into the customer journey are delivered. A dashboard is created used by every team in the organization. The dashboard makes it clear for self-managing teams and employees what they can improve to achieve higher customer satisfaction and NPS.