How linking customer and employee experience programs drive better outcomes at Permanent TSB
How linking customer and employee experience programs drive better outcomes at Permanent TSB
3 PagesPermanent TSB evolved its company culture to enhance trustworthiness by linking customer and employee experience programs through Medallia software. The platform captured multi-channel feedback to drive actionable results, revealing a 65% customer NPS difference between branches with engaged employees, enabling 1000+ positive changes, and boosting employee NPS by 7 points. Head of People Experience Karen Hackett credits Medallia for proving the critical colleague-customer connection, fostering appreciation for good employee experiences that massively impact satisfaction and organizational outcomes in financial services.
