Branch Customer Experience platform Qorus-Infosys Finacle Banking Innovation Awards 2024

"With the aim of transforming every customer interaction into a learning opportunity, Intesa Sanpaolo launched the Branch Customer Experience platform in May 2023.

The project purpose was to streamline results of customer satisfaction surveys related to branch experience in a simple and effective way. Previously, results were shared only with central departments and branch top management, an approach that limited opportunities for continuous improvement by each relationship manager. Thanks to the new tool, relationship managers now have access to a synthetic, comprehensive, and timely view of the quality perceived by customers in their interactions with the branches.

In particular, customer feedback are aggregated and, through an underlying algorithm, reorganized into scores assigned to each branch. The platform offers different levels of granularity of indicators: ""Families"", which represent customer-perceived quality in key interaction areas (e.g. satisfaction related to branch reception, satisfaction related to frequency of interactions), and ""Levels"", which are aggregations of families (e.g. overall score assigned to interactions with relationship managers). Scores from Families and Levels, with the appropriate weights, help determine each branch's overall score.

In addition, the platform provides easy access to all comments left by customers and to dedicated views for analyzing the score trends over time, allowing to easily verify if practices adopted by relationship managers are perceived positively by customers (e.g. satisfaction related to changes in the frequency of meetings between customers and relationship managers)."