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Financial Services Leader Enjoys Strong ROI
From Real-time Customer Feedback
Case Study Details how Digital Insight Raised Customer Loyalty
And Increased Revenues and Growth Rate through CustomerSat Solutions
Mountain View, CA – January 27, 2004 – Digital Insight, a
leading provider of online financial services, has enjoyed
returns on investment (ROIs) estimated to range from 39% to
48% per year on its real-time customer feedback systems, according
to a detailed case study published today by CustomerSat, Inc.
The case study documents how Digital Insight has used CustomerSat
solutions from 2000 to 2004 to improve customer loyalty, renewals,
revenue, and profits.
“CustomerSat feedback programs, with a relatively low investment
on our part, make our customer facing staff much more effective,”
said Lois Koch, Vice President, Growth and Retention and Client
Communication, Digital Insight. “We feel more informed about
what our customers want, and the real-time feedback allows
us to take faster and better action to deliver on those wants.”
Founded in 1995, Digital Insight has grown rapidly to become
the leading provider of Internet-based banking services for
commercial banks and credit unions. The company went public
in 1999. Headquartered in Calabasas, CA, Digital Insight’s
secure, hosted services include retail and commercial Internet
banking, electronic bill payment and presentment, and e-commerce
portal technology.
Case Study Covers Customer Loyalty Growth over Four
Years
The case study starts in the summer of 2000, when Digital
Insight’s rapid growth was straining its customer service
and client relations infrastructure. Digital Insight Chairman
& CEO John Dorman gave Koch an ambitious directive: raise
the quality of customer service and client relations to a
world-class level. From there, the case study details:
- The real-time customer feedback
processes – both relationship and transactional – that Digital
Insight put in place to capture, analyze, and disseminate
customer requirements and concerns throughout the organization
- The wide range of actions driven
by real-time customer feedback that increased loyalty and
customer renewals from 2000 through 2004
- How Digital Insight measured
increases in loyalty and renewals and linked them to increases
in revenue and profit
- Rigorous calculation of ROI
using Net Present Value (NPV).
“Most companies would consider a 15% to 20% ROI per year
on an investment very attractive,” said John Chisholm, CEO,
CustomerSat. “But Digital Insight’s experience shows how investments
in customer feedback can deliver ROIs that are substantially
higher.”
Digital Insight measured contributions to the ROI of its
customer feedback programs only from increased customer loyalty,
renewals, and revenue. These contributions alone resulted
in ROI ranging from 39% to 48% per year. Not measured were
contributions to ROI from other benefits of real-time feedback,
such as direct cost savings in service and support and product,
market, and competitive intelligence. Had these contributions
been included, the ROI on Digital Insight’s customer feedback
systems would have been even higher, said Chisholm.
“The ROI justified our investment in service quality and
feedback," concluded Koch.
To download a copy of the case study, visit www.CustomerSat.com
and click on Customers – Case studies.
About Digital Insight
Digital Insight Corporation is the leading online banking
provider for visionary financial institutions. Through its
comprehensive portfolio of outsourced, Internet-based financial
products and services built upon the company's unique architecture,
Digital Insight enables banks and credit unions to become
the trusted transaction hub for their retail and commercial
customers. Digital Insight provides retail and commercial
Internet banking, electronic bill payment and presentment,
eCommerce portal technology, wireless channel delivery, advanced
targeted marketing, website development and maintenance, as
well as online and call center lending services. Each Digital
Insight product and service reinforces the brands of its client
financial institutions.
About CustomerSat, Inc.
CustomerSat is the leading provider of
enterprise solutions for measuring, analyzing, and managing
enterprise-wide action responding to real-time customer feedback.
With advanced technologies and proven market research techniques,
CustomerSat solutions have helped companies such as AMD, Ariba,
BellSouth, Canon, Digital Insight, Honeywell, Salesforce.com,
VeriSign, and WebEx take timely action to address customer opportunities
and concerns and build high customer retention and profitability.
CustomerSat is headquartered in Mountain View, California, with
offices in the UK. For news, product demonstrations, and other
company information, visit www.CustomerSat.com
or call 1.800.372.7772.
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