Moneybarn Customer Experience feedback scores eclipse industry average

Overview

Moneybarn used the Sabio Navigator Voice of the Customer feedback tool to help sustain industry-leading CX performance levels despite the pandemic.

The Challenge

As part of Moneybarn’s commitment to delivering excellent customer experience, the company was determined to gain a much more accurate understanding of its customer journey and how its CX processes could be improved.

The Solution

Moneybarn decided to deploy a customer feedback programme based around the Sabio Navigator Voice of the Customer solution.

The Results

• Moneybarn outperforms both national and financial services CX benchmarks by 7%
• Consistently high CX scores of over 90% despite pandemic challenges
• Supports closed loop approach, helping agents to make the most of feedback received