Case Study: Bank of Ireland achieves faster customer insight delivery with Presidion

Using Customer Feedback To Drive Profitability – They Are Now Spending Less Time Collating The Data And More Time Driving Insights Out Of The Data

Bank of Ireland, a large financial services organization, needed to improve customer sentiment reporting for its retail banking strategy and handle thousands of survey responses more efficiently. The team was spending most of its time manually collating data and wanted a faster, more flexible way to turn customer feedback into actionable insights, using IBM SPSS software and support from Presidion.

Presidion helped Bank of Ireland implement IBM SPSS Statistics Base, IBM SPSS Text Analysis, and consultancy services to automate reporting and code open-ended survey responses. As a result, the bank cut a two-week process down to two days, reduced human error, shortened the production cycle by two-thirds, and could answer ad hoc requests in hours instead of days, allowing the team to focus more on strategic customer initiatives.

Bank of Ireland