Tracktion offers insight at every stage of your customer's journey.
For example, the mortgage application process. Moving house is one of the most stressful events in life - trying to run a conventional customer satisfaction survey with stressed home buyers is going to have problems. Basically, the emotional milestones along the journey from mortgage application to moving house are distinctly blurred. And it’s these emotional milestones that show how your potential customers became missed opportunities – drop outs along the way.
But it is not just mortgages where this happens. Many purchasing journeys last weeks or months, at the end of which the customer has little interest in reliving the experience. Tracktion highlights the milestones as they occur – we travel the journey with your clients, every step of the way
. And if the journey is long enough, we can sound the alarm and help you take remedial action when it matters – not after journey’s end. Your clients on our panel tell us what they feel when it happens – and what they intend to do about it!
Examples of Tracktion in action
- Mortgage onboarding – from KFI issue to completion
- Wealth – fact find to fulfilment
- Credit card onboarding – application approval to first statement
- Protection – application to 'on-risk'
Tracktion has been used to advise clients on a range of remedial actions and these have significantly improved customer experience, satisfaction levels, advocacy rates and other key measures.
Tracktion clients include: Barclays, BoS, First Direct, Halifax, HSBC, Lloyds TSB, MBNA, Nationwide and Platform.
For more information about this award winning technique, contact Mark Long on 020 7400 1016 or 07966 454958