5 Highlights from 2020

Wishing you a year that’s better than the last, filled with health, happiness, and deep listening — to ourselves and to those around us.

This year, we have all experienced many challenges. As we continue to witness life’s fragility, we are focused on helping companies gain resilience by listening to their customers’ voices. We are proud that our innovations have garnered much attention, and we thank you for being part of our journey.

1. Bias Index™: Identifying Discrimination In Our Institutions

Our purpose has always been to ensure that customers’ voices are heard and that companies use their customers’ voices to create important changes. Long before this year, we aimed to predict and prevent bias using customer and employee narratives.

In May, we launched the PositivityTech® Bias Index™, an AI predictive model that identifies prejudice within customer and employee complaints and makes it possible for financial institutions to repair products or unjust practices. A few weeks later, the world watched in horror as George Floyd was killed. As protests began, individuals shared their stories of discrimination. Companies pledged to weed out systemic discrimination, and the Bias Index found itself in the spotlight:

2. Understanding The Growing Impact Of COVID-19 On Banks And Customers

Three months into the pandemic, institutions wanted to understand what was most distressing to their customers and mitigate these issues. With more individuals publicizing their complaints than ever before, it was clear that customers were becoming frustrated.

By exploring COVID-19-related complaints using the PositivityTech platform, we found that though customers have continued to turn to their banks for support in times of crisis, their takeaways have been disappointing, which we shared in our July FrameWork. For example, customers have complained that their credit reports are adversely affected even when a financial institution agrees to a delayed payment.

The PositivityTech platform also identified that customers were incorporating language highlighted in the media in their complaints. For example, one customer used George Floyd’s powerful language to share the biases that he faced at his bank, and the current crises’ interconnected impacts on him and his family.

Do you know if your customers are expressing similar complaints? How would you respond?

3. Answering The Need For Better Complaint Categorization

As the world began to adapt to a new normal, we turned our attention to a pain point that executives shared with us both before and during COVID: the need for better customer complaint categorization, which enables them to address root causes. We released PositivityTech’s Categorization solution to bridge the gap between the issues that customers select and what they actually say.

4. Announcing The Inside PositivityTech Benchmark Reports

With the distribution of the COVID-19 vaccine underway, companies are now focused on their reset, which will be rooted in data and analytics. Just last month, we launched The Inside PositivityTech Benchmark Reports, which measure banks’ complaint share relative to other banks. By ingesting customer narratives and extracting critical intelligence, the benchmark report reveals where you’re leading and where you might be losing your edge. The benchmark shares data about your shifting space, including:

  • Comparisons across products and companies,
  • The severity of banks’ complaints,
  • Leading indicators of environmental risks,
  • Potential for bias,
  • The impact of COVID,
  • And important changes over time.

5. Purpose-Driven Leadership

As 2020 ends and 2021 begins, we have reason to be cautiously optimistic. Companies are making changes to combat discrimination, listen to their customers’ voices, and elevate the voices of diverse, purpose-driven leaders. Throughout these uncertain times, we have been proud to share our expertise and knowledge with global institutions, media outlets, and women mentees in the data analytics and financial sectors.

I wish you and your families a happy, healthy, and safe holiday season. In 2021, my hope is that we all turn negatives into positives.

“The world is full of what seem like intractable problems. Often we let that paralyze us. Instead, let it spur you to action.” — Melinda Gates

Announcing The Inside PositivityTech Benchmark Reports

Which competitors do you track daily? Which companies in your space are gaining an unexpected edge? Today, we’re thrilled to announce the Inside PositivityTech Benchmark Report ©, a brand new category of competitive intelligence based on customer narratives, which measures your “complaint share” relative to a benchmark group and the industry. Unlike other reports, the Inside PositivityTech Benchmark Report features:

  • A new category of competitive benchmarking, based on your customers’ narratives
  • Customized logic for creating institutions’ benchmark groups
  • Market comparisons across companies and products over time
  • Industry and market trends based on customers’ voices

Uncovering new competitors in our new reality

COVID-19 has transformed our world, and with it, your market share has changed, too. While 2019 saw stability, external events from the pandemic in 2020 have led to major changes across the industry.

Our proprietary tools ingest customer narratives and extract critical intelligence, making it possible for the Inside PositivityTech Benchmark Reports to reveal the information that institutions need to know about their shifting space. The report highlights comparisons across products and companies, the severity of your complaints, leading indicators of environmental risks, potential for bias, and the impact of COVID — and shows important changes over time.

  • Severity Score: Identifies severe complaints and future risk based on customer narratives.
  • Bias Index: Identifies prejudice within customer and employee complaints and makes it possible to prevent systemic discrimination.
  • Trigger Notifications: Algorithms that reveal leading indicators of environmental risks to enable preemptive management actions.

How to use Inside PositivityTech Benchmark Reports

When you can identify and understand the specific problems described in your customer complaints as compared to your competitors’, you can predict future risks and reveal unexpected opportunities that keep your institution ahead of your competition. There are multiple applications for competitive intelligence derived from your customers’ narratives, including:

  • Internal improvements in processes, features and product development
  • Competitive opportunities and threats
  • External monitoring and strategic investments

With the Inside PositivityTech Benchmark Reports, you will be able to:

1. Identify your partners’ customer pain points in order to improve your collaboration

While partners bring innovation, expertise, scale, and speed to market into products and processes, they also can introduce risks. It is incumbent on your institution to understand and monitor your partners’ customer voices. Evaluating their customer complaints provides you with additional monitoring capabilities.

2. Pinpoint COVID-19 issues, complaints, and resolutions

With PositivityTech® “keyword intelligence” from COVID-19-related customer complaints, you can identify major issues with which your customers are struggling, see how well your institution is resolving issues compared to your competitors, get ahead of future issues, and help your customers through difficult times.

3. Identify changes over time

Every institution can pinpoint another company that may not have seemed like a threat at one point, but then made inroads into their market share. For example, a recent article in Forbes discusses how Chime is currently leading with a 35% share of digital bank checking accounts, as compared to Ally Bank’s 9% share.

With the Inside PositivityTech Benchmark Reports, you will be able to:

4. Uncover your “complaint share”

Monitoring your “complaint share,” a new variable that showcases your customer complaints and competitors’ customer complaints, can protect you from major risks. You can measure your “complaint share” relative to the benchmark group and the industry, track its changes over time, and understand where to apply your attention.

Subscribe to Inside PositivityTech Benchmark Reports

What is your “complaint share”? In today’s fast-changing world, you need to know. You do not want to be surprised when a competitor eases into your leading position. Our cutting-edge Inside PositivityTech Benchmark Reports will give you the critical information to understand where you’re leading and where you might be losing your edge.

Subscribe to our Inside PositivityTech Benchmark Reports now to see how your institution compares to others, based on intelligence from customer narratives. Please email me at marcia.tal@positivitytech.com to gain access to these reports.

Wishing you and your families a happy and healthy Thanksgiving!

How Global Crises Impact Your Customers

With the news cycle especially intense this year, headline items are impacting many of us personally — and its effects are trickling into our institutions, too. Using the PositivityTech platform, institutions are finding that their customer complaints focus on the current economic, social, and health crises — and display interconnected impacts. This critical information can be used as business intelligence when making decisions.

A Web Of Interconnected Issues

An analysis of 17 large financial institutions, which we’ll call the targeted subset, revealed the following interconnected effects on customers complaining to the CFPB.

Economic Impact: Percentage of customer complaints related to the economic impact of COVID-19 within the past year

  • Targeted subset: 10%
  • All financial institutions: 2%

Health Impact: Percentage of customer complaints that include issues about health, health insurance, or medical conditions within the past year

  • Targeted subset: 3%
  • All financial institutions: 4%

Social Impact: Percentage of customer complaints that individuals chose to make public within the past year – a trend that is increasing during the crises

  • Targeted subset: 43%
  • All financial institutions: 38%

Now, let’s look at how customer complaints highlight, in their own words, these crises’ negative impacts on their customer experience:

A Customer Complaint About The Economic Crisis

“Due to COVID-19, I am currently laid off… and requested assistance from XX. I asked them to defer payments as per PA Cares. They refused assistance, just kept asking for payments. They showed no empathy and did not even ask how I was affected.”

With economic stimulus payments, deferrals, and forbearance programs skewing credit scoring algorithms, financial institutions are actively looking for alternative data sources to inform their credit decisions. Customer complaints like this one are viable data sources, which are currently underutilized by banks.

A Customer Complaint About The Health Crisis

“I was laid off from work when I was hospitalized. When I was well enough, I reached out to XX to explain and notify that I have missed the payment due to being in a COVID-19 impacted area and being hospitalized and asked if I could get an extension on payments with no late fees and interest payments, which I was told would be honored, until my health insurance was being debited and the card declined due to the fact that XX charged me late fees and interest fees… and locked the card… I was extremely ill and this is the time that they chose to take advantage of me.”

With PositivityTech, banks find that complaints that mention the current crisis have especially high Severity Scores, our proprietary score that identifies severe complaints and future risks based on customer narratives.

A Customer Complaint About The Social Crisis

“My credit file was breached years ago without any compensation. I completed all the appropriate documentation and I am still trying to get my V.A. loan that I have rightly earned. Why can I not get my V.A. loan by no fault of my own? Why should my family continue to stay in a hotel since I cannot obtain one? Why will XX not take their knee off the necks of            Americans, particularly my neck? I am begging to have these inquiries, and you all will not let me breathe.  Could you all show God’s kindness to            who risked his life fighting for a country I love dearly?” 

In this complaint, the customer, who is also a veteran, has used George Floyd’s powerful language to highlight the biases that he is facing at his bank, and the current crises’ interconnected impacts on him and his family. PositivityTech’s algorithms are sensitive to the fact that financial institutions’ customer complaints reflect language highlighted in the media. The media, as we have seen, also highlights customer complaint language.

Your Customers’ Voices Are Leading Indicators

We should expect that global events will reveal their impact within our own institutions. To truly understand how our external environment is impacting your business, listen to your customers. The leading indicator is what your customers are telling you.

To explore the critical messages within your financial institutions’ complaints – and to compare them to those of other institutions, I invite you to get in touch with me at marcia.tal@positivitytech.com. Together, we can turn negatives into positives.

A Trigger That Uncovers The Competition You Never Considered

Complaints about money transfers are on the rise. The PositivityTechⓇ platform’s proprietary trigger process alerts our clients of the growing industry triggers derived from customers’ “voices” and provides a market comparison of the issues triggered.

This month, the problem of adding money during a money transfer was one of the top issues triggered, and the market comparison of this issue identified that only one traditional bank, “Bank A,” is facing this challenge. Other complaints about this issue came from customers of recently launched fintech companies, which we’ll call “Digital Payment Companies.”

Identify your growing problem and competition

Customer complaints about the inability to add money during the transfer process are still relatively small in volume, increasing as digital money transfers become more mainstream.

  • 81% of all complaints about money transfer issues come from Bank A.
  • 14% of all complaints about money transfer issues come from Digital Payment Companies.

The following complaint comes from a Bank A customer:

“My monthly statement came in and I was told that I could connect my [Bank A] account to my X to make a payment for my credit card balance. When I went to add my [Bank A] to my X online payments, it stated that [Bank A] has made a change that prevents you from being able to link your accounts.”

The following is a complaint about this issue from a Digital Payment Company customer:

“Adding money to my verified [Digital Payment Company] account in good standing from a confirmed and active previously used bank account is being blocked without explanation and without reason. I tried numerous times with the same error message.”

Both customer complaints, while originating from very different organizations, reveal a similar industry issue: Customers are unable to complete their digital payments. Perhaps there have been recent bank policy changes related to linking accounts? Complaints highlight the downstream effects of policy changes, which are often not considered.

Understand your competition

By exploring customer complaints about issues surrounding money transfers in retail banking, you will be able to uncover alternate competitors – competitors you may not be considering. From an “outside in” perspective, understanding your multiple and varying competitors provides actionable intelligence that makes it possible to answer the following questions:

  • How do your complaints compare?
  • Who is in your complaint peer group?
  • What policies or processes need to be addressed?
  • What actions should you take?

Predict your financial institution’s challenges

The PositivityTech platform’s proprietary trigger process can also help predict whether money transfers may become an issue for other financial institutions as well. In addition to analyzing how Bank A’s extreme share of complaints compares to other institutions, you can also compare the following per institution:

  • Severity of complaints
  • Identification of bias within complaints
  • Geographic breakdown of complaints
  • Product breakdown of complaints
  • Issue breakdown of complaints
  • Complaint narratives

With this information, financial institutions can analyze the root cause of complaints, find leading indicators of complaints, and predict up-and-coming competitors, as well as the issues that your institution may face.

Prevent challenges

With our proprietary trigger process, financial institutions can be alerted to new and recently changing issues, even when small in volume, and gain a competitive advantage. As the analytic process unfolds, financial institutions can adopt actions to inhibit future complaints. If you’re interested in uncovering the issues and competition your institution may never have considered, please reach out to me at marcia.tal@positivitytech.com. I look forward to hearing from you.

Answering The Need For Better Complaint Categorization

We’ve all experienced this: we call our bank with an issue that needs to be addressed, and we’re transferred from one department to the next. With each transfer, we become more frustrated. We may lose trust in our banks, complain to regulatory bodies, and close our accounts. With the PositivityTech proprietary Categorization solution, we make it possible for banks to recognize and solve customers’ issues.

The issue is never the issue

In our conversations with financial institution executives, they, too, share their frustration about categorizing customer complaints and addressing root causes. These are the pain points:

  1. Customers are prompted to select a single category that summarizes their issue — whether or not that category specifically captures their problem.
  2. As a result, many banks are forced to manually switch their customers’ categories.
  3. This creates an inefficient process and inconsistent categorizations.
  4. Problems ensue with customers, who are frustrated, and regulators, who seek accuracy, fairness, and consistency.

Uncovering the real issue and finding the right solution

The PositivityTech platform’s Categorization solution bridges the gap between the issues that customers select and what they actually say. By analyzing more than one million complaints and applying advanced analytic techniques, we developed the Categorization solution to extract the multiple issues nested within a single complaint. For example, the excerpt of the complaint below addresses multiple issues aside from the category the individual chose:

Category chosen: “Trouble during payment process”

Please find my complaint against X Loan Servicing for fraud; theft of the loan; identity theft; conspiracy to defraud; violation of TILA, RESPA, UCC, and RICO Act; and other misconduct.

As you can see, the complaint would need to be manually rerouted from the payment processing unit, based on the category the individual chose, to the fraud resolution unit.

In our analysis, we found the more categories a complaint triggers, the higher the customer’s Severity Score, a proprietary score that identifies severe complaints and future risk based on customer narratives.

  • Complaints that trigger more than one category make up 91% of all complaints.
  • Complaints that trigger exactly one category reveal a Severity Score that is 60% better than the average Severity Score.
  • Complaints that trigger more than one category reveal a Severity Score that is 5% worse than the average Severity Score.

A digital transformation that meets our customers’ needs

With our Categorization solution, we have created a consistent and multifaceted grouping of customer complaints that provides insights to identify relevant resolutions across all customer touchpoints, from digital to in-person.

With digital banking here to stay, banks are under pressure to make their digital operations smarter — and to find ways to accurately solve their customers’ issues. With the Categorization solution, we have made it possible for banks to pinpoint the right solutions for their customers, which is a win-win for customers and banks.

If you’re interested in exploring how our Categorization solution can help your financial institution effectively solve your customers’ issues, I’d be happy to analyze a number of complaints with you. Please connect with me at marcia.tal@positivitytech.com. I look forward to speaking with you.