We're responsible for the design, build and day-to-day management of the AIB's award winning voice of the customer programme
We started working with AIB in 2012, at a time when it wanted to capture and measure improvements in customer experience. We designed a solution tailored to their needs.
We are responsible for the design, build and day-to-day management of the AIB voice of the customer programme. The AIB customer experience team has instant access to bespoke dashboards and can share up-to-date information with colleagues across the organisation.
Since 2012 we have been successful in supporting AIB to improve NPS across almost all customer journeys.
We add value to AIB through our experience of VoC measurement in other sectors, our oversight of the programme and through the insights we share with them in our reporting and as we help them consider their results.
We are delighted that our work with AIB has been recognised for enabling outstanding customer experiences at the 2015 Confirmit Achievement in Customer Excellence awards.