Case Study: a leading financial service provider achieves a 15% NPS improvement with Smoke Customer Intelligence

Leading Financial Service Provider - Customer Case Study

The client, a leading financial service provider, faced challenges in measuring and improving customer experience across its large retail banking division. Their existing program suffered from limited survey reach and a lack of actionable insights, making it difficult to use feedback for meaningful change. They partnered with Smoke Customer Intelligence to implement its Eyerys Voice of the Customer (VOC) platform to obtain reliable, real-time feedback.

Smoke Customer Intelligence implemented a multi-touchpoint solution using post-call IVR surveys in the contact center and email/SMS surveys for branch transactions. This provided real-time feedback from nearly 100,000 customers monthly, enabling targeted service recovery and root-cause analysis. The solution led to a 15% improvement in NPS and allowed for focused improvements, such as agent training and process changes, which lowered costs and enhanced the customer experience.