“We close the feedback loop quickly in the inner loop and sustainably in the outer loop.”
From insight to resolution.
sandsiv+ closes the feedback loop with each customer and fixes the root causes that keep coming back.
Cases
38Open
3 h 40 minAverage time to close
1Awaiting approval
57Closed today
No cases here.
From alert to closed case.
Rules on each completed response open a case and send it to whoever owns the fix. The time it takes to close becomes an operating metric.
Responses
- Case CL-2481
I was charged the transfer fee twice and nobody at the branch could tell me why.
James Carter · NPS 2 · Private clients · SMS - Case CL-2479
Seit dem Update komme ich nicht mehr ins Online-Banking. Schon seit drei Tagen.
Felix Wagner · NPS 4 · Business clients · in-app - Case CL-2485
Quick and friendly at the branch, as always.
Nina Brunner · NPS 9 · Private clients · web - Case CL-2486
Good advice on my mortgage, and no waiting.
Marco Rossi · NPS 8 · Business clients · email
Detractor score
When , open a case for and send an alert .
1 of 4 responses open a case · 38 a week
Teams
- Frontline12 open5 h 10 min
- Customer care9 open3 h 40 min
- Product6 open2 d 4 h
- Operations11 open1 d 2 h
Card blocked abroad, nobody answered
CL-2484 · opened by the rule Detractor score
- Department
- OwnerNot assigned
- DeadlineNot set
- StatusNew
Cases
57Closed today
3 h 40 minAverage time to close
- Charged twice for one transferCL-2481 · James CarterReply sent
- Locked out after the app updateCL-2479 · Felix WagnerReply sent
- Card replacement took three weeksCL-2470 · Camille MartinAwaiting reply
CL-2481 closed in your CRM · synced
JCJames CarterSalary account · customer since 2014
- Transfer fee charged twice
- The branch could not explain the fee
- Thinking of moving the salary account
CL-2481 · Charged twice for one transferRefund of €25 approved by Maria Lund
Reply sent
Action points
DetractorsQ-NPS-001 · How likely are you to rec…
4.4%
▼ 2.2 pp vs compared period significant
Goal 15%
n = 1,372
See the loop close on your own feedback.
We show you the alert, the case it opens, the team it reaches and how it is closed.