You have your video banking program up and running. Wonderful! But is it really wonderful? Are your customers and employees satisfied with its performance? Is it making their lives better? Is it making your business more efficient and prosperous?
Here are two primary video banking metrics that will help you get accurate answers to these questions and show you what’s working, what’s not working, and how you can improve the overall experience for all parties involved:
- Develop a consistent way to collect feedback from your employees and customers/members after each video session. They are on the frontlines of the video experience and, with social media today, they are more than willing to share their experiences — good or bad. If you honestly evaluate their experience as a part of your video banking process, they will see that you are serious about making it as effective as possible.
- Closely monitor your KPIs in relation to your goals. Be data-driven. Numbers speak volumes and will help measure your success against your goals.
Review your findings and use them to make continual improvements to your video banking process. What are the reasons for any performance shortfalls? Once you’ve identified the causes, be open to taking any and all necessary actions to correct those issues.
Use your video banking metrics to better accommodate users’ needs and desires. And, most importantly, don’t expand your virtual services if you’re not fully comfortable with the results you’ve gathered. Once you are comfortable, you have the green light to expand your program into new use cases — which you should already have identified for the next phase.
This is how you can best take control of the future of your video banking services. Your virtual banking metrics will serve as something of a treasure map that will lead you to the pot of gold — that is, your vision for the ultimate banking experience.
To learn more about how to measure the performance of your video banking service, download our guide to implementing video banking.