Case Study: Barclays achieves scalable, cost-effective customer feedback and management analytics with ClickTools

Clicktools Delivers a Cost Effective & Robust Solution for Barclays to Survey Its Entire Customer Base and Obtain Valuable Analytics Reporting for Management

Barclays Corporate, a major global financial services provider with more than 49 million customers and a corporate client base of over 20,000, needed a flexible, cost-effective way to survey its entire customer base. The firm’s goals were to capture actionable client feedback to drive service improvements and to use satisfaction scores as a management tool to assess the performance of its 500+ relationship directors and support teams.

Clicktools provided an automated, scalable survey platform and centralized analytics that integrated with Barclays’ CRM, delivering individual-level performance reports and Alerts. The solution achieved roughly 25% response rates, enabled targeted action plans and ongoing performance measurement, and was praised for strong account support and ease of use across sales, servicing and event-driven surveys.

Barclays

Gary Hull

Proposition Design Manager