December 10, 2008

Citibank, a leading global financial services company, has continued to beat the industry average for customer service, by responding to customer feedback in a programme designed and managed by customer experience management expert, Empathica.Against an industry average of a 3% increase in customer satisfaction, Citibank in 2007, improved from 15% to 22% after Empathica rolled out its programme initially in 1500 branches in the US and now in the UK and 12 other countries, with over 1700 participating locations and 1.08 million responses collect to date.

In 2007, Citibank saw its customer satisfaction scores jump by 8.5% from a year earlier, according to the authoritative JD Power & Associates report. Now, Citibank North America is the 2008 winner of the Aberdeen Achievement Award for excellence in Customer Feedback Management.Since 2006, Citibank has worked with Empathica to develop a sophisticated and highly effective customer experience management program. The program enables key stakeholders, including branch managers, personal bankers, and tellers, across its retail banking operations to understand, analyse and act on "voice of the customer" information, which is captured using Empathica's multi-mode customer survey methods, including phone (IVR), Web browser, and interactive kiosks located in Citibank branches.