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As the business analyst responsible to present the report to the COO, please prepare
dashboards as per formats given below and prepare a report indicating the good and bad
findings, and more importantly your recommendations to improve the customer experience.
Transaction Banking
Overall
Feedback
Marketing Metrics
Customer
Service
Range of
Products
Convenience
Internet
Banking
Mobile
Banking
Phone
Banking
Query
Handling
Sriram D
ASSIGNMENT 1
ii.
Credit cards
Customer Type
Overall
Feedback
Value
Offered
Reward
Programs
Redemption
Convenience
Promotions
& Offers
Professional
Own Business
Overall Score
1.
2.
Calculate the Net Promoter Score for Transaction Banking & Credit Cards
Which factors contribute to the overall satisfaction of Transaction Banking and Credit
Cards
Based on the table above:
a. Record the factor where the bank is faring well (Top box score)
b. Record the factors where the bank has to improve (Bottom two box score)
c. Suggest how you intend to improve the scores.
3.
The bank has divided the customer facing touch points into eight dimensions and has obtained
feedback on all of them. A brief description of dimensions is provided below:
Sl
Dimension
Description
1
Product
Staff
Facility
ATM
Home Banking
Mobile Banking
Internet Banking
Helpdesk
Marketing Metrics
Factors
SB a/c feature
Balance in a/c
Returns on fund
Innovative a/c
FD options available
Staff availability at the branch
Competency of the staff
Flexibility exhibited by the staff
Time taken to resolve queries
Ease of locating a branch
Suitability of branch timings
Cleanliness
ATM location
Security at ATM
Cash availability at ATM
ATM withdrawal limit
Ease of home banking
Range of services
DD delivery time
Cash drop facility
SMS activation
SMS service provided
SMS request processing
Ease of logging-in
Ease of online transactions
Online security features
Speed of online transactions
Ease of connection to customer care
Waiting time on phone
Range of IVRS options
Sriram D
ASSIGNMENT 1
4.
Evaluate average score for each of the dimensions. Which are the areas where the bank
has to do well? Where are they performing well, relatively?
Dimension
Avg. Score
Dimension
Avg. Score
Dimension
Avg. Score
Dimension
Avg. Score
Dimension
Avg. Score
Dimension
Avg. Score
Dimension
Avg. Score
Dimension
Avg. Score
5.
What are the specific issues that the bank has to address? Please look into the touch points
with low scores and suggest for improvements.
6.
On the whole, what is your recommendation to the COO, with respect to the proposed
network expansion?
Please provide answers through a detailed report including the methodology adopted, dash
boards indicating results and action plan to improve customer experience.
--xXx--
Marketing Metrics
Sriram D