Ready-to-Deploy Feedback Use Cases for Banks, Mobile Networks, Airlines, Insurers & Government
Acumeni provides industry-specific customer feedback solutions—fully configured and ready to launch.
Banks
Product & Service Experience
Get a clear, data-driven view of how customers perceive your bank’s products and services.
Capture Customer Satisfaction (CSAT), Net Promoter Score (NPS),
and categorised verbatim feedback to pinpoint what’s working, uncover pain points,
and guide product and service improvement strategies.
Branch Experience Monitoring
Monitor and improve the quality of service across your entire branch network.
Use real-time feedback to identify underperforming locations, recognise high-performing teams,
and continuously enhance the in-branch customer experience.
Call Centre Service Quality
Evaluate call centre performance using direct customer feedback after each interaction.
Understand how well agents are meeting expectations, identify training and coaching needs,
and drive consistent, high-quality support across all contact channels.
Mobile Networks
Network Service Experience
Understand how subscribers truly feel about your network’s performance.
Capture Customer Satisfaction (CSAT),
Net Promoter Score (NPS) and
analysed verbatim feedback to uncover pain points,
improve coverage and strengthen overall service reliability.
Retail Outlet Experience
Monitor customer experience across both
company-owned and franchised retail outlets.
Identify service gaps, optimise in-store operations,
and ensure a consistent, high-quality brand experience
at every customer touchpoint.
Call Centre Service Quality
Evaluate customer interactions with your call centre agents.
Use real-time feedback to track service levels,
improve response quality and ensure subscriber issues
are resolved efficiently and professionally.
Government Entities
Citizen Service Application Experience
Collect direct feedback from citizens applying for government services.
Measure Citizen Satisfaction (CSAT),
Net Promoter Score (NPS) and
categorised verbatim comments to identify bottlenecks,
improve service workflows and strengthen overall public service delivery.
Payments Experience (Fees, Taxes & Levies)
Monitor the complete experience of citizens making payments—both
online and in-person. Gain visibility into ease of use,
accessibility and service quality at payment portals and government offices,
helping agencies deliver smoother, more efficient payment processes.
Call Centre Service Quality
Evaluate how effectively government call centre agents support citizens.
Use real-time feedback to track satisfaction, identify training needs and
ensure consistent, citizen-friendly service across all communication channels.
Education Authorities
Engage Parents. Track Progress. Improve Outcomes.
Acumeni enables Education Authorities to easily engage parents by sending
personalised SMS invitations at the end of each school term—making it
simple to collect structured feedback at scale.
Measure Parental Satisfaction
Understand how satisfied parents are with their children’s experience in
primary and secondary schools. Capture
Parent Satisfaction (CSAT), Net Promoter Score (NPS)
and analysed verbatim feedback to identify strengths, highlight areas
for improvement and support better educational outcomes.
Monitor Trends Across Schools
Track satisfaction term by term across all schools under your
jurisdiction. Identify performance trends, uncover gaps and ensure consistent,
high-quality education delivery across the region.
Airlines
In-Flight Experience
Understand how passengers feel about their journey across all cabin classes.
Collect Customer Satisfaction (CSAT),
Net Promoter Score (NPS) and
analysed verbatim feedback to highlight service gaps,
strengthen cabin crew performance and enhance the overall onboard experience.
Booking & Ticketing Experience
Monitor the customer journey during ticket purchases—whether through the
airline’s online booking platform or via
travel agents. Gain insights into ease of use,
convenience and service quality across all booking channels to reduce friction
and improve conversion.
Call Centre Performance
Evaluate how effectively your call centre agents support passengers
with enquiries, changes and disruptions. Use post-interaction feedback to assess
responsiveness, professionalism and resolution quality, ensuring consistent,
customer-centric service.
Insurance Companies
Claims Experience
Understand how customers feel during the claims process—one of the most critical
moments in the insurance relationship. Collect
Customer Satisfaction (CSAT),
Net Promoter Score (NPS) and
analysed verbatim feedback to identify delays, pain points and
opportunities to deliver faster, more empathetic claims handling.
New Customer Onboarding
Monitor the experience of new policyholders interacting with your
sales agents, whether in person or online. Ensure your onboarding
journey is smooth, clear and trust-building from the very first touchpoint.
Call Centre Service Quality
Evaluate how effectively your call centre agents support
policyholders. Capture real-time feedback to track satisfaction, identify coaching
needs and ensure your support team consistently reflects your brand promise.