Our team leverages a variety of tools to ensure Nationwide Financial remains focused on our customers. These tools enable us to gain deeper insights into the experiences of both our members and intermediaries, allowing us to continually improve and tailor our services to meet their needs.

One tool we use is XM Discover, which helps us gain deep insights into customer interactions by analyzing feedback from calls coming into our Solution Centers. This tool helps identify common pain points, trends, and areas for improvement. We also use XM Discover to evaluate Solution Center associates and their proficiency with skills that align with Nationwide’s Customer Experience Principles. 

Examples of these skills include, Offers Assistance, Confirms Actions, Builds Relationships, Shows Empathy, and Gains Understanding.

Additionally, our After Call Survey program collects immediate feedback from customers after their interactions with Nationwide. This feedback is crucial for understanding customer satisfaction and identifying specific issues that need to be addressed. The verbatim comments collected are particularly valuable, as they represent the authentic Voice of the Customer, providing deep insights into their sentiments towards Nationwide.

By combining insights from XM Discover and After Call Surveys, Nationwide can make data-driven decisions to enhance the customer experience, tailor services to meet customer needs, and continuously improve overall satisfaction.

Principles Delivered:

Effortless

• Think and act one step ahead

Personal

• Build relationships
• Help achieve goals

Reassuring

• Share knowledge and insights

Customer Helped:
Members and Distribution Professionals