The Royal Bank of Canada

Situation

The Royal Bank of Canada offers over 15 million clients in 34 countries a full range of financial products and services of personal and commercial banking, wealth management services, insurance, corporate and investment banking and transactions. In a highly competitive industry with demanding customers, the need to listen and act on customer feedback is paramount to retaining and growing their customer base.

Actions

In order to stay on top of customer sentiment, issues, requirements, and to track and monitor reasons why customers churn, RBC needs to access, analyze, and integrate raw, unstructured customer feedback in a way that allows them to analyze and act on it quickly.
RBC selected Attensity Analyze to augment the existing structured data in their Teradata warehouse in order to better understand customer sentiment, more quickly identify issues with products and services, and define appropriate business actions and communications to drive customer loyalty and growth.

Results

RBC have systematically integrated Attensity Analyze into their broader customer analytics process, integrating over one million pieces of customer feedback captured in email, web forms and service notes into their Teradata data warehouse to expand their customer signature enabling analysis of issues, churn potential, and more.

“Using Attensity we have better insight into what customers are saying and their pain-points. It helps us to define and prioritize our spending on client initiative.”

RBC lead customer complaints analyst

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