eNPS and customer satisfaction for financial services
The Problem
Financial institutions operate across dozens of offices with hundreds of employees, yet measure satisfaction only once a year. The annual survey is expensive, slow, and reflects sentiments from months ago. Between surveys there is zero visibility into brewing problems — for clients or employees.
In a regulated environment like financial services, reputational risks are high. A single dissatisfied client or demotivated employee can generate losses disproportionate to the cost of timely feedback.
The Solution
BlitzPoll provides two parallel systems: eNPS for employees and CSAT for clients. QR codes in every office enable anonymous, instant feedback. Employees rate their work environment while clients rate counter service.
The dashboard shows eNPS and CSAT by office, by department, and by period. Automatic alerts signal when scores drop below critical thresholds. Monthly reports analyze trends and pinpoint specific areas for improvement.
Candidate experience data completes the picture — feedback from job applicants helps optimize the recruitment process.
The Payment Services Act requires complaint responses within 15 working days. EBA/ESMA guidelines mandate complaint registration, categorization, and trend analysis. BlitzPoll tracks customer feedback and generates trends — key evidence for regulatory compliance.
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