Touchpoint Group UK Limited

Touchpoint Group: Customer-led bank app performance benchmarking and reporting

Touchpoint Group empower bank app owners to prioritise and deliver data driven outcomes that improve customer journeys and experiences through customer-driven insights.

A comprehensive service that includes monthly, customer-led, insights and recommendations all backed by advanced AI Natural Language Processing. Get insights based on feedback from app stores and VoC systems and track and benchmark locally and globally across Authentication, UI, Reliability, and Functionality, along with detail on journeys and features so you know where you should focus and what’s required to be the best.

Consolidated, automated, regular, and on-point detailed reporting of customer experience performance that is tailored to empower stakeholders to make evidence-based decisions. Touchpoint covers all aspects of banking app customer experience with deep knowledge of bank app journeys, features and the fundamentals required for peak performance.

Improve

Improve the existing app usability & performance (fix bugs/pain-points, journey breakdowns, usability improvements) with single-click reports that are connected to daily data feeds

Prioritise

Determine which journeys or features should be prioritised for improvement and get the detail required to make informed decisions

Benchmark

Benchmark customer experience against your chosen competitive set (from a global and local banks) down to specific journeys, features and pain points and know what’s required to be the best

Trend

Track how your/competitor’s app performance is trending over time and understand what is driving the changes. Know why your score is moving and know what’s required for any remedial action

Track

Measure and track the effectiveness of recent app changes/ improvements to ensure the changes have had the desired impact. Track to ensure the impact is permanent.

Learn

Improve the digital team’s understanding of customer experience within the app channel to know what drives positve sentiment

Plan

Focus in what matters by developing your strategic roadmap based on customer-led insights and, in particular, where you are underperforming on the most important journeys and features.

Unparalleled Coverage

– 100+ global banks across 8 geo-segments covered for benchmarking purposes Over 1 million bank app customer comments analysed annually

– 40+ Journeys analysed

– 60+ Features analysed

– 20+ Fundamental attributes analysed

Resources

Product Portfolio

Banking App Performance Insights