Correspondent Blog
Tag: Time on Task
10/13/22
“Time-on-Task” Should Be Your Dominate Banking Metric
While “customer delight” is a worthy goal, few banks should focus on the concept. We covered various methodologies HERE. Instead of trying to “Wow” your customer, in this article, we present the “time-on-task metric” (and its companion, the Customer Effort Score (CES) framework) and detail not only why it matters but why it can change…