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.
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.