Case Study: Citibank improves customer satisfaction and card representative performance with Second To None

Citibank improves customer satisfaction in real time with Second To None

Citibank sought to grow its customer base by marketing credit cards on college campuses and needed to understand how well its brand was being positioned to this demographic. They partnered with Second To None to measure customer satisfaction and evaluate the execution of these campus events, ensuring procedures were followed correctly and representative performance was assessed.

Second To None implemented a solution featuring customer satisfaction measurement, actionable analytics, and real-time reporting via its cloud-based console. Citibank utilized this survey data extensively in customer service training, linking it to a rewards system to drive representative performance. The program allowed managers to access data in real time, improving customer satisfaction and ensuring brand excellence.

Citibank