$\mathtt {Shortcuts}$
KeyBank Client Challenge - Home Page
๐ธ. ๐ธ๐๐๐๐๐๐๐
๐น. ๐ณ๐๐๐๐๐๐๐๐๐๐
๐บ. ๐ธ๐๐๐๐๐๐๐๐๐๐๐๐๐
๐ป. ๐๐๐๐๐๐๐๐๐๐
On October 20, 2021, KeyBank presented us with this prompt, asking about multi-channel interactions and NPS, as well as creating more promoters. Before doing anything, we wanted to get a good grasp on the basics of NPS and KeyBank's current scores. First, we read an introduction to the Net Promoter Score concept in 104 and also visited the official Net Promoter Score website (The Net Promoter Score) to gain further understanding. Next, we ran some quick code and retrieved a few numbers from the KeyBank touchpoint database. We learned that the net promoter score for the contact center was the lowest of the four channels by a significant amount. The contact center is mainly responsible for dealing with people's problems, so we realized that customer interactions and problem resolution is an issue at KeyBank. From our own experience, we know the value of good customer service, especially with important matters, such as banking. After all, the primary function of banks is to hold and manage people's life savings, something the average consumer cares about deeply. For this reason, the banking experience should be as streamlined and user-friendly as possible. To help achieve this goal, we will proceed with solving this problem by focusing on an improvement to customer experience.
The contact center is primarily used by customers who are/have experienced an issue and want to get it resolved. We created a journey map of a phone call interaction with KeyBank to get a basic understanding of how these pan out. We used this basic structure when completing our research to determine where issues may occur in this process, and how customers could end up dissatisfied with the experience.
We started our research for this project on the internet. First, we wanted to learn more about KeyBank, as our solution will be designed specifically for them. We began with exploring Key's own website. From here, we were able to learn general information about the company, as well as the products and services they offer to customers. Next, we came across the Better Business Bureau's rating of KeyBank. While the BBB rates Key highly, we were shocked to see very negative consumer reviews of the company. We read through many of them and learned about some serious issues that customers had with KeyBank. While these reviews are not representative of Key's entire customer base, they shouldn't be put off to the side. Every customer is important, and their issues should be taken seriously. We found a few other third-party sites with reviews of KeyBank and read through those as well.