Through the Consulta Community Solution, FNB gains insights through best-in-class models ensuring engaged employees, turning customers into confidants.
• Through the use of innovative and modern research approaches, which includes a Customer Community, FNB is now a frontrunner in terms of International Excellence Standards
• FNB is enabled to truly live out its desired customer focused culture
• Members of the community are more outspoken, more engaged, take more time and enter more text in open ended questions than regular respondents.
FNB now has a direct line to its customers and is better equipped to turn insights into strategic decisions
The feedback FNB receives, because members are so engaged, is rich in insight
REAL TIME BUSINESS SUPPORT
Insights are received in shorter time
BETTER RESULTS FOR BETTER CUSTOMER SATISFACTION
Community members have been proven to provide organisations with richer, more honest and complete information
Today’s customer is more mobile, content-seeking, impatient and independent than at any other time in history which means, in today’s business environment, companies have to be agile to survive and thrive. Customers want the opportunity to be a valued part of the business.
To be a frontrunner, businesses need to continuously engage with their stakeholders otherwise they miss out on valuable insights. Only once the ‘Voice of Customer’ is allowed into the decision-making process can companies consider themselves to be truly customer centric.
Consulta established an online research community for FNB. An online research community is like having a group of your customers in a room next door – they can talk to each other while you are not there, but you can pop in at any time and consult them or join-in.
Through months of strategic planning Consulta was able to align the community to the requirements for FNB’ success.
The FNB community was created from the ConsultaPanel research community that comprises over 390,000 panelists who have participated in over 11,000 surveys.
Reliable answers fast
In depth insights that can be turned into new value propositions
Implement products/changes and get them right first time
RELATIONSHIP BUILDING LEADS TO BETTER DECISION MAKING
Providing customers with more than a hotline and a website allows them to give valuable feedback