Case Study: Fifth Third Bank achieves higher customer satisfaction with Concentrix CX measurement modernization

How Fifth Third Bank modernized their VOC program, and the great success they achieved when they switched to ConcentrixCX

Fifth Third Bank faced challenges with low customer satisfaction survey response rates and a limited view of the customer journey due to relying solely on email for feedback collection. This made it difficult for the bank to act on the data it gathered. To modernize its voice of the customer (VOC) program, Fifth Third Bank partnered with Concentrix and its team of CX experts.

Concentrix implemented a modernized CX measurement strategy for Fifth Third Bank, which included fully-branded web surveys, omnichannel data collection, and smart survey logic. The solution enabled the bank to pinpoint key areas for improvement and act on the insights. As a result, Concentrix helped Fifth Third Bank achieve a 26% increase in survey completion rates, an 8% lift in overall satisfaction, and double-digit improvements in advisor satisfaction and first call resolution.

Fifth Third Bank