Leading home finance firm found ~15 actions to enhance customer & DSA experience via 125+ interviews
06 May 2020
1 min read
Redesigning and improving the experience for customers, employees and direct sales agent for a home finance company
Context
- 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