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CBD : DRIVING CUSTOMER SATISFACTION
When it comes to good customercentric operations , Kimmel believes that speed , quality of response , transparency and cost are important metrics for measuring success . He provides the following example of CBDs development protocol during its recent digital onboarding cycle :
“ If it takes a customer 20 screens to open a digital account , that equates to about six minutes and will likely incur higher drop-off rates . CBD has managed to reduce the number of screens for the process on our digital app to five , meaning that it can be done in less than a minute . That ’ s a much better customer journey .”
fintechmagazine . com