Inkling was first introduced to this client through a pilot in the Human Resources group. Initial questions related to employee satisfaction levels, attrition rates, and general financial service industry topics. Once the concept was proven, a business unit outside the U.S. began asking questions in its demographic region related to product and service performance, fraud levels, and customer satisfaction levels.
Participants
Human Resources, Business Development, Fraud Prevention
Primary Use
Competitor liquidity and failure rates
Employee satisfaction levels 6-12 months ahead of time
Attrition rates 6-12 months in advance
General fraud levels and types of fraud
Customer participation rates in new programs
Sample Questions
How many customers will enroll in New Program X during the month of December?
How many letters/emails will be sent to the Ombudsman in the first quarter?
How many unique visitors will visit the customer support site for the month of August?
How many new accounts will be booked via the outbound telemarketing channel during the month of June?
Problems Solved
Gives company a quantitative assessment on state of industry during uncertain economic environment
Insight in to attrition rates and employee satisfaction from the employees themselves is more credible than assessment made by human resource personnel
Data about attrition and employee satisfaction is being used to drive internal outreach and satisfaction programs
Better understand effectiveness of outbound sales efforts in enough time to make adjustments if necessary: do more of what is working, do less of what is not
