In 2004 Deluxe led an effort with leading banks to research, design and measure the “ideal customer experience”. An Experience Audit was conducted and an Experience Design was created and implemented in pilot locations.
Customer satisfaction, loyalty, and employee engagement increased between 10 and 30% in participating branches.
– An increased number of customers indicated they were “completely satisfied” or “extremely likely” to recommend the institution to a friend.
– Participating banks improved share of wallet, adding at least one product or service sold per household.
– Test branches had a 23% improvement in how employees felt about their role within the organization and the business strategy.