We designed, built and day-to-day managed AIB’s award winning voice of the customer programme

We started working with AIB in 2012, at a time when the bank wanted to capture and measure improvements in customer experience. We designed a solution tailored to their needs.

We were responsible for the design, build and day-to-day management of the AIB voice of the customer programme in the period 2012 to 2016.

This was a very comprehensive programme covering more than 15 separate journeys and overall relationship feedback in domestic and business markets in Ireland and Northern Ireland

We designed and built for AIB instant access bespoke dashboards where colleagues could share up-to-date information across the organisation and undertook text analysis of verbatims.

We were successful in supporting AIB to improve NPS across almost all customer journeys and delighted that our work with AIB was recognised for enabling outstanding customer experiences at the 2015 and 2016 Confirmit Achievement in Customer Excellence awards.

After four years AIB have now decided to go it alone and run their VOC using a self service provider but we continue to work with the bank on key projects in the customer experience space.


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