Meanwhile the company has analysed close to 2,000 pieces of client feedback with Tableau. “We saved enormous amounts of evaluation time – 60 to 70%,” reports Benedikt Lares. “The interactive dashboards are updated weekly. Now we have access to the current numbers anywhere and at any time, for example in meetings and on the move from the iPad. Using filters and drill-downs, you can set the desired parameters quickly, if need be down to an individual evaluation.” Even though the new solution has only been deployed since mid-2020, the acceptance among leadership is high. Additionally, the feedback analysis is distributed quarterly to all employees as a condensed fact sheet. The predominantly positive customer feedback made the workforce feel empowered and increased their loyalty to their employer.
“Analysis of customer feedback allows evocative insights, for example in the valuation of our brand, our consulting quality, or our price-performance ratio in different age groups and regions,” explains Florian Hartleib, Regional Manager of Company Communication, VR-Bank Mitte eG. “We have, for example, noticed that our performance has often been rated higher directly after a consultation. And the ratio of referrals rose as well. We were able to take countermeasures when shortcomings were noticed, using appropriate means of communication or offers, and were able to improve customer retention continuously.”
All in all VR-Bank Mitte eG sees itself to be still at the beginning of its customer analyses. “We first wanted to establish a baseline of our external image to subsequently build on,” reports Florian Hartleib. “The results are encouraging. In the future, we can imagine defining certain feedback metrics as binding service levels.”