Many financial institutions struggle with understanding why their websites lose out on potential loans and deposits. Often, the questions they ask in feedback forms fail to distinguish between different user journeys, leading to misleading insights and uninformed decisions.

In this episode, James Robert Lay and Audrey Cannata discuss how  tailoring questions to distinct user journeys can unlock valuable insights. By differentiating between shopping, application, and account holder experiences, and timing feedback requests based on user engagement (e.g., time on page, scrolling behavior), financial institutions can gather more actionable data.

Join us as we discuss:

-Case Study: Analyzing Website Feedback Forms (04:25)

-The Role of Context in Gathering Feedback (09:06)

-Three Distinct Website Experiences (20:38)

You can find this episode and many more by subscribing to Banking on Digital Growth on Apple Podcasts, on Spotify, or here. 

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