Customer Loyalty and Experience
Improving customer experience for a home finance company through operational changes
06 May 2020
  • Client description: Client was a technology-led home finance company 
  • Opportunity: Client wanted to evaluate their customers’ experience across the loan cycle and identify areas of improvement. 
Further, the client also wanted to: 
  • Understand customer thought-process, preferences, and perceived quality of delivered services
  • Evaluate and improve Direct Sales Agent and employee experience 
Our Approach
  • In-depth interviews with customers (N=110+) to understand behavior and preferences 
  • In-depth interviews with DSA (N=15) in two cities
  • Market visits and mystery shopping at centers of the client and five other competitors
  • Analysis of existing client data on customer experience

Key Insights / Outcomes

Client was able to understand the current NPS across each city, and the main drivers of detraction

Visualize the service blueprint from customers’ perspective and identify their pain points

Benchmark strengths and weakness against competitors

Praxis Value Delivered
  • Successfully recommended actions across ~15 areas to improve customer, DSA, and employee experience
  • Provided detailed mapping of customer / DSA / employee preferences done to support future listening post projects
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