79%faster response to customer calls
90%drop in phone queue complaints
1stplace in Forrester's Australia CX Index 3 years in a row
Bendigo Bank, Australia’s fifth largest retail bank, transformed how it uses insights to keep pace with customer expectations. Truly customer first, Bendigo Bank leverage insight from its miVoice community to scale CX initiatives across products and services. Bendigo Bank have placed the top spot on Forrester’s CX index three years in a row, with its online community contributing to that success.
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.
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
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.
Head of Customer Voice, Bendigo Bank
We pride ourselves on listening and responding to our customers, and it’s no co-incidence that our organisation has been recognised as first place in Forrester’s Australia Customer Experience Index for three consecutive years – an award we believe is linked to the impact of our miVoice community
Senior Manager Voice of Customer, Bendigo Bank