Finalist #4: ANZ National Bank Ltd
Represented by: Andrew Ammundsen, Head of Customer Insight ‘ Marketing Information, ANZ National Bank Ltd
While many companies are adopting email and online surveys to collect feedback, we have moved several steps forward, creating an automated feedback loop that connects customers with frontline staff around specific ‘moment of truth’ transactions. Through automated real-time email alerts and daily-updated dashboards, the program has empowered customer-facing staff to harness the voice of the customer to effect rapid, positive change to the customer experience. Automation has also helped generate large cost savings for the bank.
The 2010 EXPLOR Awards winner will be announced at The Market Research Event, taking place November 8-10, 2010.