2013/2/26 - Citibank Harnesses PolyVista’s Discovery Capabilities to Improve the Customer Experience
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.”
About Citibank
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.
About PolyVista
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.
PolyVista, Inc.
Jenny Knodell, 269-364-6572
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