Case Study: Bendigo Bank achieves 79% faster customer call response and 90% drop in phone queue complaints with Alida's miVoice community

Bendigo Bank - Customer Case Study

Bendigo Bank, Australia’s fifth largest retail bank, faced the need to modernize products and digital services to meet rising customer expectations and de-risk strategic decisions. To validate changes and keep customer-led decision making front and center, Bendigo partnered in 2015 with Vision Critical (now Alida) to create the miVoice online community as a continuous source of customer insight.

Using Alida’s miVoice community, Bendigo Bank engaged customers to identify pain points and test service changes; this led to a 79% faster response to customer calls and a 90% drop in phone-queue complaints. The ongoing insight program helped improve customer satisfaction, reduce decision risk, and contributed to Bendigo Bank earning first place in Forrester’s Australia CX Index three years running.

Bendigo Bank

Mike Hirst

Managing Director