Description

• The CSAT and NPS will be collected from the Mobile app and via Genesys (Agent will transfer call to CSAT IVR, or there will be outbound campaign )

• Results will be collected into Meiro CPD for evaluation.

• NPS related to the agent or to the customer will be displayed in BOFE

• There will be set of metrics setup in the Meiro
  

NPS: 0 - 9
CSAT: Positive (Thumbs Up) and Negative (Thumbs Down)

Use Cases

NPS

1. Online CX Completed Onboarding
   How likely are you to refer Safi Bank to your friends and family based on your Onboarding experience?
   Appearance:
   Condition:
   

2. Loan Product Availment (both Personal Loan and Overdraft) (Mobile App)
   How likely are you to refer Safi Bank’s Loan products to your friends and family?
   Appearance:
   Condition:
   

3. Savings/ Pockets (Mobile App)
   How likely are you to refer Safi Bank’s Savings products to your friends and family?
   Appearance:
   Condition:
   

CSAT

1. Sales Agent at the Kiosk assisted the CX during onboarding.
   How would you rate your overall satisfaction with the service you received during Onboarding/ Account Opening?
   Appearance:
   Condition:
   

2. Changing of subscription - CX initiated/ mob app completed
   How satisfied are you with the subscription plan you availed?
   Appearance:
   Condition:
   

3. Loan Processes (both Personal Loan and Overdraft)
   How happy are you with your experience with our loan process?
   Appearance:
   Condition:
   

4. Online transaction Experience
   How satisfied are you with Safi Bank’s mobile app features and services?
   Appearance:
   Condition:
   

5. Mob App chat for both Contact Center and Collections
   How is would you rate your overall satisfaction with the service you just received from

   our Customer Service/ TeleSales/ Collections Specialist/ agent?
   Appearance:
   Condition: