- Prominent financial provider shows how service, satisfaction and ROI can improve by listening to customers
VANCOUVER, British Columbia, Dec. 9, 2014 /PRNewswire/ -- ANZ, a top-four financial services leader in Australia, in partnership with ResponseTek, won the Gold 360-Degree CX Award: EMEA, APAC and/or LATAM at this year's Loyalty360 ceremony. The Gold 360-Degree CX Award recognises outstanding achievement and innovation in five key disciplines: Customer Insights, Customer-centric Culture, Omni-channel/Multi-channel, Brand Messaging & Communications and Technology & Trends.
After a thorough judging process, ANZ emerged with high recognition for their Mortgages and Lending Department's customer experience strategy which used feedback to improve the home loan application process in real time. Some impressive results from their program include:
- 15 percent increase in customer experience scores
- Up to 48 percent survey response rates – more than 10 times the industry standard
"We are very pleased to have won this award," said Mark Hand, ANZ Managing Director Retail Distribution Australia. "Our aim is to make banking surprisingly easy for our customers. Our real-time customer feedback tool is a great example of how we are doing this. It allows us to track the journey a customer goes through, and then make improvements to our customer experience programs. By collecting insights and feedback at key steps in the home loan process, we've improved our conversion rates, responsiveness and communication processes in every way."
"ANZ's win shows their dedication to their customers," said Syed Hasan, CEO and President of ResponseTek. "They live up to their brand promise and it shows at all levels in their organisation, from the frontlines all the way up to senior management. We are proud to be partners and know they will continue to lead the way for customer experience in banking."
The Loyalty360 CX Awards were presented during a special luncheon at the 4th annual Engagement & Experience Expo on Nov. 10 in Dallas. ANZ also presented at the conference and shared a case study on how they achieved improvements in ROI, customer satisfaction and loyalty retention through customer experience management.
About ANZ Bank
ANZ is among the top four banks in Australia, the largest banking group in New Zealand and Pacific, and among the top 50 banks in the world. Our history dates back over 175 years, and we now operate in 33 markets globally with representation in Australia, New Zealand, Asia, Pacific, the Middle East, Europe, and America. We provide a range of banking and financial products and services to around eight million customers, and we employ approximately 50,000 people worldwide.
ResponseTek is the global leader in customer experience management (CEM) software with clients in over 40 countries serviced by offices in North America, Europe, India and Australia. The ResponseTek Listening Platform™ collects and analyses feedback and sentiment in real-time from customers interacting with a company's website, call centres, retail or branch locations and mobile/social platforms. Based on customer feedback analysis, we provide concrete actions to both front-line and executives to improve the brand experience that leads to increased revenue and reduced customer churn. www.responsetek.com