PolyVista, Inc. announced today that Citibank’s (NYSE:C) mortgage division implemented PolyVista’s Cloud Solution to streamline their customer survey analysis and discover what drives customer experience during the loan application process. Using PolyVista, a team of customer experience analysts significantly reduced their data sorting and analysis time. They also discovered previously unknown factors that negatively impacted customer satisfaction, improved reporting processes, and implemented simple changes that raised NPS scores.
Brian Brown, the Vice President of Customer Advocacy and Research, headed a customer experience team that sorted and analyzed large amounts of customer survey and loan data in order to “develop practices that will directly impact client experience.” Their previous analysis tool had “limited insight capabilities” and they were in search of “a powerful analysis tool that could also be used as a quick way to sort through the data,” he explained.
They made the switch to PolyVista’s Cloud Solution, and saw results right away.
“PolyVista led to positive, concrete results almost immediately,” Brian said. “We found two significant insights within a week, taking less time and effort than ever before. We were able to pinpoint a specific factor contributing to falling NPS scores, and discovered a critical point in the customer experience. Using PolyVista, we [also] found a direct correlation between low NPS scores and specific underwriting practices,” he explained.
“Our team was able to see the data in a different way, which helped guide some initiatives, resulting in better NPS scores,” Brian added. “PolyVista allowed us to get into our data, get results, get out and move on.”
Citibank has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citigroup provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.
PolyVista is a Houston-based technology company that delivers a unique analytical solution scaled to clients’ specific needs. Using our cloud-based and SaaS solutions, clients discover new and valuable business insights hidden in their data faster and easier. Visit our website at www.polyvista.com to learn more.
Jenny Knodell, 269-364-6572
|New Informatica Support Offerings Drive Self-Service, Mobile and Proactive Customer Support for Improved Customer Experience (2013/3/12)|
|Customer Experience, Process Improvements and Regulatory Compliance Serve as Main Themes for Upcoming Global Conferences and Events (2013/3/19)|
|SaskTel Transforms Its Business Support System Environment to Enhance Operational Efficiency and Improve the Cross-Channel Customer Experience (2013/5/14)|
|New Oracle Global Research Study Finds that Brands Could Lose up to 20% of Revenue Due to Poor Customer Experiences, Yet Many Struggle to Develop Successful Strategies (2013/2/4)|
|Telefonica Argentina selects Customer Experience Management solution from Alcatel-Lucent to support Android devices (2013/4/23)|
|Aberdeen's Service Management Research Practice Renamed "Customer Experience and Service Management" (2013/1/29)|
|SAP Empowers Businesses to Deliver Personalized Customer Experiences (2013/3/5)|
|U.S. Bank Named Top Website for Overall Customer Experience for the Second Year in a Row, Keynote Study Reveals (2013/2/26)|
|SDL Honors Tahzoo for Continuous Innovation in Orchestrating the Customer Experience (2013/3/14)|
|NICE Receives Temkin Group Customer Experience Vendor Excellence Award (2013/4/11)|
|Start Premium Trial||Register For Free|
|P||F||Fund Financial Data (13,000+ funds)|
|P||F||Stock Financial Data (7,000+ stocks)|
|P||F||Stock and Fund Screeners (basic)|
|P||F||Investing Articles and Market Commentary|
|P||F||Articles Archive (>30 days)|
|P||F||Discuss (dozens of stock, fund, bond, and general bulletin boards)|
|P||F||Portfolio Manager (basic)|
|P||F||Morningstar Investment Classroom|
|P||F||Morningstar Investing Classroom Rewards (earn as you learn and redeem for Morningstar merchandise)|
|P||Morningstar Fund Analyst Reports (full research on 2,000 funds and ETFs)|
|P||Morningstar Stock Analyst Reports (full research on 2,000 stocks)|
|P||Morningstar Stock and Fund Stewardship Grades|
|P||Portfolio Manager (advanced with 10 x-ray analyses, including guidance)|
|P||Portfolio Monitor (monthly and on-demand personalized portfolio statements)|
|P||Morningstar Proprietary Stock Information (stock star ratings, buy/sell prices, economic moat ratings, and more)|
|P||Morningstar Stock and Fund Favorites & Red Flags eNewsletters|
|P||Premium Stock and Fund Screeners (advanced with nearly infinite ways to find the best securities for you)|
|P||Discounts on Morningstar newsletters, books, seminars, and more|
Access these features and more when you sign up for Free Membership.
Join Morningstar today. It's Free.
Access these features and more when you sign up for Premium Membership.
Start your free 14-day trial today online
Your subscription may be tax deductible. Please contact your tax advisor.