Enterprise Feedback Management (EFM) for Retail Banking

The sooner you know that your customers' attitude has changed, the more time you have to address it.

Confirmit Enterprise Feedback Management (EFM) software allows you to measure, monitor, and react to changes in clients’ attitude at key ’Moments of Truth’ throughout their relationship with your business.

According to a recent research report, US banks suffer a 14% attrition rate.

When you proactively identify customers who are about to leave and address their issues, you will:

• Reduce attrition rate.
• Create advocates who will recommend your business, positively impacting customer acquisition.
• Find that they take on more of your products.

Some of the benefits that Confirmit EFM will uncover for your customer programs include:

• Increase your ability to acquire new customers and increase referrals by identifying opportunities that increase your success rate.
• Reduce customer attrition by proactively encouraging account holders to describe their experiences with your staff - whether positive or negative - dramatically improving their customer experience.
• Increase your ability to cross-sell other products and offers by soliciting and acting upon customer attitudes during outbound communications.

In addition to the Key Performance Indicators (KPIs) you may already measure, with Confirmit EFM you can create dashboards that deliver the Key Attitudinal Indicators™ (KAIs) for a forward-looking view of the leading indicators into your business.

With KAIs you can link your transactional data with customer feedback for a Balanced Scorecard to complement the KPIs you already monitor.

• See how Countrywide Financial integrated Confirmit EFM as a Continuous Process Improvement tool to improve their mortgage application process and increase their market share. 

Learn more about KAIs and how Confirmit EFM will improve performance in the areas that matter most to you:

• Beyond KPI - 'Key Attitudinal Indicators™' for your business.
• Confirmit EFM for customer facing operations.
• Confirmit EFM for your employee programs. 
• Confirmit EFM throughout your Product/Brand Lifecycle.

Download fact sheet:

• Retail Banking: Providing Seamless Customer Experience by Listening