Case Study: PennyMac achieves deeper customer insights and closed-loop CX with Forsta

Giving a tiny CX team the tools to bring in big results

Pennymac, a leading mortgage servicer, needed to strengthen its customer experience program by increasing touchpoints, mapping the customer journey in more detail, and extracting deeper insights from survey responses. To meet these goals Pennymac partnered with Forsta, using email-based surveys and Forsta’s experience and research tools to capture and manage customer feedback.

Forsta deployed email and online/offline data collection, Text Analytics, Hierarchy Management and Action Management so Pennymac could tag verbatims by sentiment, centralize and export survey data, and close the loop on issues. As a result Forsta helped Pennymac analyze 6,400 customer comments, accelerate issue resolution, and turn sentiment-led insights into measurable CX improvements across the organization.

PennyMac

Terry DuVarney

Senior Vice President, Loan Administration