Interventions in Committee
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Saima Malik
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Saima Malik
2017-02-01 17:16
We constantly benchmark.
We have certain KPIs that evaluate the time it takes a customer to get through an application process and how quickly a customer's query is resolved. We use external agencies or organizations to help benchmark those KPIs to understand how we're competing, not only with our own FSIs but also looking globally at how other organizations in the FSI space are performing. We're constantly optimizing things like our application process and how our customers utilize some of our self-help and assisted-help capabilities. We use external organizations to help benchmark.
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