Case Study: ANZ improves customer satisfaction and NPS with Touchpoint Group's TouchpointCX

A Real Time Voice Of Customer Platform Giving Businesses A Competitive Advantage

ANZ, New Zealand's largest bank, faced the challenge of improving its customer satisfaction and NPS score despite constant customer interactions. Its manual process for filtering feedback was resource-intensive and slow, causing delays in addressing customer concerns. The bank enlisted Touchpoint Group to help gain real-time, actionable insights from its customers.

Touchpoint Group implemented its TouchpointCX Voice of Customer platform, which provided multi-channel, real-time listening and an automated feedback case management tool. This solution delivered insights directly to frontline staff, enabling them to respond quickly. As a result, ANZ moved two places ahead of other top banks in NPS, achieved an 88% reduction in external spend, and cut internal resource costs by 90%.

ANZ

Jack Welsh

ANZ