Can you share any information that demonstrates the impact that this project has had on your business?
ING is regularly ranked as the leading Australian bank for customer service. Helping us to deliver that result are the timely, insightful and practical results that we get back from Eris Strategy.
These results have helped us identify how changes in our business have impacted customers, and where we needed to invest in making a real difference. Some areas where we have improved based on the research are our customer validation, cards delivery, speed of problem resolution, and accessibility of representatives at critical moments of truth.
How was project management arranged and how effective was it?
Seán engages with different teams from the design stage to ongoing management, to reporting, and to strategic oversight. These contacts range from day-to-day matters with the customer service team to monthly reporting and quarterly meetings on how the monitor can address changes in our business.
What did you find most impressive about this company?
From the design phase to his insights, Seán takes time to know the business and marry that with his knowledge of how consumers think, feel and behave. Their approach gives us insights and recommendations that go beyond the data. When working with Seán, he is always accessible to everyone on the project.
Are there any areas for improvement?
You can always improve! However, within the scope of the project, they reliably delivered what our business needed.