The operating situation
Feedback programmes at a retail bank are usually run on a sample, because calling the whole base is not staffable. A sample tells you the average and hides the specific customer who is about to leave. The bank wanted coverage, in Bangla, at a quality that would not embarrass the brand.
Inside the workflow
- 01
Native-language conversation design reviewed against the bank's own reference scripts
- 02
Structured score and verbatim capture on every call
- 03
Careful handling of the cultural and religious register expected in the market
- 04
Escalation paths for complaints and distress signals
- 05
Outcome data delivered in the bank's reporting format
A customer feedback and satisfaction programme running across the retail base in Bangla, capturing structured scores and verbatim comments with escalation on negative signals.
What changed
Feedback moved from a sampled exercise to portfolio coverage, with individual dissatisfied customers identified rather than averaged away.
The operating boundary
Language quality is not a feature here, it is the whole product. Several rounds of user-acceptance testing went into pronunciation and register before this programme was allowed near a real customer.
Read the evidence and publication record
- Client disclosure
- Identity withheld under confidentiality.
- Result evidence
- The published outcome is qualitative; no public metric is attached.
- Client reference
- Shared only with the customer’s permission.
We publish a client name only where the client has approved that disclosure. We publish a number only where it is measured and cleared for public use. A missing number means either we are not authorised to publish it or we do not have a measurement we would defend. References and deeper evidence are shared only with the customer's permission.