Banks & Financial Services
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Experian FootFall, powered by Brickstream, offers innovative products for clients who desire to improve the in-branch customer experience, and in turn, dramatically improve their bottom line.
Improving sales growth by enhancing the customer experience is critical for retail banks to remain competitive. In order to truly understand customer activities, clients must have continuous access to information about the in-branch behavior of their clients. With 97% of banking customers visiting branch locations at least once a month, customer serviceis of utmost importance.
In the past, banks have imposed wait and service time targets in efforts to improve overall customer satisfaction. Until our product, there was no way to continuously and automatically measure queue lengths and customer wait times to ensure these types of goals were met.
These new insights have led to changes in branch layouts, changes in branch service, and increased branch sales. These changes have dramatically increased the customer satisfaction rankings and ultimately, the bottom line for the branch.
The Solution
Customer behaviour measurement technology that continuously captures, transforms, and analyses branch customer activity. A combination of discrete, in-branch video and sensor technology collects customer data including they move throughout the branch, how many are waiting, how long they wait, and the overall length of the teller transaction. BehaviorIQ then transforms this data into actionable business knowledge and provides clients with key metrics that track the effectiveness of relationship initiatives within a bank branch.
Experian FootFall Asia
Level 43 The Lee Gardens
33 Hysan Avenue
Causeway Bay
Hong Kong
Tel: +852 2839 5330
Fax: +852 2877 7803
Email: [email protected]
