FintechData Engineering

Customer Satisfaction (NPS)

Nowadays, client satisfaction surveys are made in different banks. However, its information its not visualized nor distributed in the best way. Let's solve this

Industry: Fintech
Solution: Data Engineering

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Success Case: Customer Satisfaction (NPS) applied to the banking industry

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The challenge

Nowadays, client satisfaction surveys are made in different banks. However, even though the information from the surveys is processed, the way in which it is visualized and distributed is not the best one for making decisions.

Data loading is not automated.
Shown graphics are not adequate.
There is no emphasis on KPIs.
An UX perspective is not used.

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What Tekne did

Objective

Achieve a correct information integration by generating metrics and graphs that help with an enhanced visualization of data gathered from surveys.

This allows us to make a comparison among its NPS indicators.

Implementation process

Building of a dashboard in Microsoft Power BI that includes:

Database connection
ETL processes
Metrics calculations
KPIs and graphs visualization
Benchmark
Filter panel
Web publishing, users and permissions

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Results

The bank obtained an automated Dashboard that allows the comparison of their customer satisfaction with the customer satisfaction of their competitors, with a segmentation based on residency, socio-economic level, occupation, age and gender.
With this, they were able to generate strategies to enhance customer satisfaction.

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