Complaints about advice or fees need to reach the right function quickly, and the handling needs to be on record. Feedback held in branch inboxes does neither.
Illustrative example.
A bank hears from customers at every branch and channel, but comments rarely reach one place. A service complaint and a concern about a product sale can sit in the same inbox with the same priority, and a regional lead may see neither until a quarterly review. When someone later asks who knew and what was done, the answer is hard to reconstruct.
Categories are set when the survey is built, so each organisation chooses its own.
When a branch falls below its threshold, the regional lead is notified the same day.
Staff responses go to the people head office picks, never to a line manager by default.
Each case keeps its owner, replies and decision history in one timeline.
Compare branches on the same categories, with each score set against its own history.
We will show how it maps onto the way you work.