This continues to play a central role in improving the bank’s culture proposition, DEI initiatives, recognition, belonging and wellbeing strategies. With the help of Medallia, PTSB is now expanding its employee listening to new touchpoints, such as onboarding, to further enhance its Every Voice Counts program. The organization has taken action on more than 1,000 positive changes based on employee feedback, all of which have contributed to the bank’s strategic priorities and sense of community. Between 20, employee net promoter scores (eNPS) have increased by 19 points, culture by eight, engagement by seven and trust by 10. With Medallia powering PTSB’s employee experience program, all employee engagement metrics are trending upwards. We are excited to see where our partnership takes us next.” Team members at all levels of the organization are now looking at the same dashboards – from customer-facing teams to senior leaders, drawing on the insights in weekly ‘Customer Experience Task Force’ meetings. “Customer experience is the golden thread that weaves through the entire organization. Having the ability to quickly identify pain-points through our customer’s feedback and prioritize improvements to remove friction for them has been transformational,” says Sarah Cashman, Customer Experience Manager at PTSB. We have a responsibility to understand the sentiment and feedback our customers share with us, and take meaningful actions to improve our customer experience.

“Permanent TSB’s purpose is to build trust with our customers – we are a community serving the community. After seeing the power of Medallia, a year later PTSB chose Medallia to deliver its new employee experience program, ‘Every Voice Counts.’ At a time of great turbulence in the Irish financial market and pandemic-induced societal change, PTSB realized that a fresh approach to how employee experience data was collected, understood, and actioned would allow it to better support employees through all stages of their journey. PTSB initially selected Medallia to reimagine its customer experience strategy in 2019, recognizing the need for a more robust strategy to fully understand customer pain points. Central to this is actively evolving company culture, improving its customer and employee experience in tandem.

The bank is constantly striving to improve its customers’ financial wellbeing, attract and retain talent, and enhance the bank’s trustworthiness with all stakeholders. Permanent TSB (PTSB) has been supporting communities in the Republic of Ireland for over 200 years, with 3,000 employees serving more than 1.2 million customers. J– Medallia, Inc., the global leader in customer and employee experience, today announced that it has been selected to deliver Permanent TSB’s Voice of the Customer (VoC) and employee experience programs.Ī continuation of a four-year partnership, Medallia’s enterprise experience platform will support the retail bank in further embedding customer and employee engagement initiatives to promote organizational change through the power of positive experiences.

Tsb online banking ireland