Statement of Account
Ten real customers' months, printed as bank statements; the CEO settles the worst, and next month's statement proves it.
The job
Shows the CEO, in the bank's own statement format, how much time customers lose to the bank each month. The CEO settles the worst cases personally, and anything unresolved carries over to the next month.
The moment
The CEO opens one customer's month, set out like a bank statement. It lists the 11 times the customer had to get in touch in 23 days, through the app, by phone and in a branch. All the bank gave back was an apology.
The CEO clicks Settle. A senior manager calls the customer back on day 2 and approves $150 of goodwill.
Next month, the same customer's statement shows no new contacts in 26 days, so the case is marked Cleared.
The cover page shows the time the bank still owes its customers falling for the third month in a row, down 18% to about 41,000 hours.
What it does
- Build the month
- Settle this account
- Send the CEO the first-Monday link
- Board pack as a PDF link
- Drill any debit line
- Record a verdict
What you see
Bank statement in the bank's own template (debit/credit columns in customer hours, running balance, dollars only where stated), a cover page with a loan-book style carried-forward balance, and a board pack
What it moves
The customer hours lost each month, the open cases and hours still owed to customers, and the share of cases the CEO settled that are confirmed fixed after 21 days.
Built for
- Executives & leadership
- CX leaders & VoC
