KPI CHANNEL CHECK

BY QUANTIFYING CONSUMERS’ MOTIVATION TOWARDS THEIR PRODUCTS AND SERVICES, retail banks can continuously predict the strength and performance of their key revenue drivers.

At the same time, by identifying the consumers’ intent by gender or geography, banks can adjust their products and marketing messages to increase their future sales growth.

(Prepared by Cognovi Labs)

CONSUMER MOTIVATION OVER TIME

RETAIL BANKING CUSTOMER SERVICE TRENDS

KPI CHANNEL CHECK

OVER THE LAST 4 MONTHS, retail banking customers of Bank of America seem consistently unsatisfied with their customer service experience, while JP Morgan customers express mixed emotions towards the service. Both would indicate that service issues could negatively affect future sales growth.

CONSUMER MOTIVATION

CUSTOMER SERVICE ISSUES

RETAIL BANKING CUSTOMER SERVICE TRENDS

KPI CHANNEL CHECK

BOTH BANKS HAVE A MAJOR ISSUE with their female customers in light of their customer service issues. Cognovi AI can identify the particular issues and allow the banks to improve their service approach and messaging.

CONSUMER MOTIVATION

ISSUES WITH FEMALE CUSTOMERS

RETAIL BANKING CUSTOMER SERVICE TRENDS