Case Study: TCF Bank achieves faster dispute resolution, fewer complaints and lower attrition with NICE Systems' Voice of the Customer

TCF Bank - Customer Case Study

TCF Bank, a national bank headquartered in Minnesota with hundreds of branches and large contact centers in South Dakota, Minnesota, and Illinois, faced a gap in embedding the voice of the customer into its operations. Without consistent customer feedback and analytics, managers couldn’t pinpoint pain points, prioritize coaching or process fixes, or recognize employees delivering exceptional service—leading to frequent red alerts, formal complaints and customer churn.

TCF implemented NICE Voice of the Customer to gather and analyze structured and unstructured feedback across channels, deploy targeted surveys, and provide intuitive dashboards—insights that drove the Electronic Transaction Dispute Resolution (ETDR) program and other process improvements. The initiative reduced CX red alerts by 3.3%, formal complaints by 25%, account attrition by 8.6%, and process cycle time by 38%, while helping embed CX into employee incentives and recognition programs.

TCF Bank

Kelly Robbert

CX Director