Bendigo Bank

How Bendigo Bank supports customer-led decision making in real-time

79% faster response to customer calls

90% drop in phone queue complaints

1st place in Forrester's Australia CX Index 3 years in a row

overview

Bendigo Bank, Australia’s fifth largest retail bank, transformed how it uses insights to keep pace with customer expectations. Truly customer first, Bendigo Bank leverages insight from its miVoice community to scale CX initiatives across products and services. Bendigo Bank have placed in the top spot on Forrester’s CX index three years in a row, with its online community contributing to that success.

Fast Facts

Industry:

Financial Services

Role:

Customer Experience

Use case:

Customer experience

Business Outcome:

Improve customer satisfaction

De-risk decisions

Business Challenge

With customer service in the financial services industry rapidly evolving, Bendigo Bank recognised the need to transform its products and digital offerings to keep pace with customer expectations. While recognising the need for traditional branches, Bendigo needed a way to validate new strategic developments across digital, services and products that would ultimately affect the experience of its customers.

Solution

In 2015, Bendigo and Adelaide Bank partnered with Vision Critical to create an online community of engaged customers called miVoice. miVoice is now the sounding board for customer-centric decisions made across the business.

With a goal to create faster, simpler banking, Bendigo Bank engaged the miVoice community to better understand pain points around certain banking processes. After experiencing ongoing complaints around call wait times into the contact centre, the bank enacted various changes that resulted in 79 percent faster customer service and a 90 percent drop in complaints about phone queues.

79% faster response to customer calls

90% drop in phone queue complaints

1st place in Forrester's Australia CX Index 3 years in a row

As a business, our goal is to break down isolated and disconnected customer experiences and provide a seamless and connected experience and an environment where customers lead the way - and our online customer community allows us to do that.

-Mike Hirst, Managing Director, Bendigo Bank

The miVoice community enables us to be truly customer led. We can co-create, test our ideas and gather new inspirations from our customers to help guide the decisions that we make and the products and services we implement.

-Ian Jackman, Head of Customer Voice, Bendigo Bank

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