Flagstar Bank Turns to OpinionLab for Innovative Voice of Customer Solution

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Full-service financial institution gains precise, real-time insight into what customers want and need from their online banking experiences

OpinionLab, the pioneer and global leader in Voice of Customer (VoC) feedback innovation, today announced that Flagstar Bank has selected OpinionLab's patented solution to improve its online and mobile customer experience. Through OpinionLab, Flagstar can harness the power of customer feedback to gain precise, actionable insight into how to deliver the very best experience to consumers as they bank, borrow, invest and plan online.

With OpinionLab, Flagstar can monitor and optimize the customer experience in real-time with an end-to-end solution set that includes research design, data collection and integration, analysis and reporting. Location-specific, context-rich insight can be fed across the organization, from managers through executives, for the greatest impact from the voice of customer.

"We're excited to welcome Flagstar Bank to the OpinionLab client roster," said Jonathan Levitt, CMO at OpinionLab. “Having a comprehensive VoC program in place is essential for any business today and we look forward to working with Flagstar in the coming months to create the best experience possible for its customers."

“OpinionLab will provide Flagstar with a real-time, non-intrusive way to gather actionable customer feedback on flagstar.com,” said Tom Pitkin, senior vice president, marketing. “We especially like the way we can customize questions on a page-by-page basis to continually improve the customer experience.”

OpinionLab brings over a decade of client success to its work with Flagstar Bank. OpinionLab's proven, state-of-the art VoC solution is used by nearly half of the Fortune 50, and the company collects and interprets millions of location-specific comments every month in 32 languages and over 200 countries around the globe.

Recently named by Crain’s Chicago Business as one of the area's most innovative companies, OpinionLab continually innovates new capabilities and functionality to keep pace with changing consumer behavior. The company holds 15 patents on major VoC advancements and has a number of patents pending in the areas of mobile feedback, advertising feedback and social media analytics.

About OpinionLab
OpinionLab is the pioneer and global leader in Omnichannel Voice of Customer (VoC) feedback innovation with over a decade of success and a dozen patents on major VoC advancements. Starting with the familiar [+] feedback symbol, the company’s end-to-end solution suite allows clients to improve the omnichannel experience with precise, real-time intelligence into what customers need and want. Nearly half of the Fortune 50 including Walmart, Bank of America, and Ford Motor Company, choose OpinionLab for actionable VoC insight across web, mobile, store and product touchpoints. For more information, visit OpinionLab online, read the blog or follow Voice of Customer on Twitter.

About Flagstar
Flagstar Bancorp, Inc. is the holding company for Flagstar Bank, a full-service financial institution offering a range of products and services to consumers, businesses and homeowners. With $14.9 billion in total assets at September 30, 2012, Flagstar is the largest publicly held savings bank headquartered in the Midwest. As of September 30, 2012, Flagstar operated 111 branches in Michigan, 31 home loan centers in 14 states, and a total of four commercial banking offices in Massachusetts, Connecticut, and Rhode Island. Flagstar originates loans nationwide and is one of the leading originators of residential first mortgage loans. For more information, please visit flagstar.com

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