Case Study: Nedbank improves financial planner service management with Rocketseed

Nedbank’s Improved Customer Service Management

Nedbank Financial Planning, a division of Nedbank Ltd, needed a better way to measure how well its financial planners were serving clients. Since planners were based outside head office, the team wanted a digital way to collect client feedback and use it to reward top performers and identify underachievers. Rocketseed provided a Rate My Service campaign using email and SMS.

Rocketseed sent monthly tracked emails and SMS messages to recent clients, enabling them to rate planners from 1 to 10 and optionally complete a short survey. The reporting became a key KPI for planner evaluation and remuneration, with results feeding an online dashboard. Nedbank was aiming for a 15% response rate but averaged 20% to 23% client ratings over the past nine months, helping it maintain service levels and recognize top performers.

Nedbank

Wesley Maistry

IT Product Specialist