Co-op Bank Feedback System - User Flow Diagrams

đŸĻ Co-op Bank Feedback System

Customer Feedback Management | User Flow Diagrams for All Journeys

📌 Flow Diagram Legend

Start / End
Process / Action
Decision Point
Channel / Integration
Alert / Exception
Data Storage
Opt-out / Preference

📱 Journey 1: Digital Channel Feedback

In-App / Web / YEA App — Transaction-triggered feedback (first transaction of the month)

🏁 Start: Customer logs into digital channel
â–ŧ
✅ Customer completes any transaction
â–ŧ
❓ First transaction this month?
NO
⛔ End: No prompt
YES
🔔 Trigger feedback prompt
â–ŧ
📋 Customer response?
✅ SUBMIT
📝 Show questionnaire (Rating, Comments)
❌ DECLINE
Log decline → End
đŸšĢ OPT OUT
Add to exclusion list → End
â–ŧ
💾 Save responses step by step
â–ŧ
🗄ī¸ Store in Central Repository
â–ŧ
✅ Confirmation: "Thank you for your feedback"
â–ŧ
🏁 End: Journey complete

đŸĸ Journey 2: Branch Service Feedback

Branch visit → Post-service prompt via digital channel

🏁 Start: Customer visits branch
â–ŧ
đŸĻ Service completed (teller, account opening, query)
â–ŧ
📡 Branch system marks "COMPLETED" → Event to feedback engine
â–ŧ
📱 Customer registered on omni-channel?
NO
End: No digital channel
YES
✅ On opt-out list?
YES (Opted-out)
End: No prompt
NO
📲 Determine priority channel (App > WhatsApp > SMS > USSD)
â–ŧ
📨 Send prompt with branch context
â–ŧ
📊 Customer answers branch-specific questions (Rating, Wait time, Resolution)
â–ŧ
💾 Store with branch metadata in central repository
â–ŧ
⭐ Low rating (1-2 stars)?
YES
🚨 Trigger alert to Branch Manager & CX Team → Case created
NO
✅ Standard thank you message
â–ŧ
🏁 End: Feedback logged & actioned if needed

đŸ’Ŧ Journey 3: WhatsApp-Based Feedback

Conversational feedback via WhatsApp Business API

🏁 Start: Customer interacts with any channel or completes branch service
â–ŧ
📱 Active WhatsApp number & opted-in?
NO
Fallback to SMS/USSD
YES
📨 Send WhatsApp template with quick replies
â–ŧ
👍 Customer initial rating?
👍 GOOD
Ask: "Any suggestions?"
👎 POOR
Ask: "Tell us more to help resolve"
â–ŧ
đŸ’Ŧ Collect full conversation + typed response
â–ŧ
đŸ“Ĩ Store conversation thread in central repository with WhatsApp metadata
â–ŧ
⚠ī¸ Requires follow-up?
YES
Create case in issue management queue
NO
Send: "Thank you for your feedback!"
â–ŧ
🏁 End: WhatsApp feedback captured

👩‍đŸ’ŧ Journey 4: Internal Staff Dashboard Access

Role-based dashboards for CX, Contact Centre, Compliance, Business Units

🏁 Start: Staff logs into internal portal (SSO/MFA)
â–ŧ
🔐 Role-based access check
CX Team
📊 Sentiment trends, channel performance, negative alerts
Contact Centre
📋 Pending issues, SLA metrics, queue management
Compliance
📜 Audit logs, access history, data exports
Business Units
🏆 Branch performance, product-specific insights
â–ŧ
🎛ī¸ Apply filters (Date, Channel, Branch, Rating, Sentiment)
â–ŧ
📌 Staff action
🔍 View details
Drill into feedback → View full history
⚠ī¸ Click Alert
Investigate high-negative hotspot
📄 Generate Report
Export PDF/CSV, schedule distribution
â–ŧ
Follow-up required?
Assign case
Assign to team member → Track resolution
Mark resolved
Close case with notes → Log audit trail
â–ŧ
🏁 End: Continuous monitoring & service improvement

đŸšĢ Journey 5: Opt-Out Management

Customer preference management across all channels

🏁 Start: Customer receives feedback prompt (any channel)
â–ŧ
🔘 Customer selects "Opt Out" or "Don't ask again"
â–ŧ
⚠ī¸ Confirm opt-out?
Cancel
Return to feedback flow
Confirm
📝 Record opt-out with metadata: channel, timestamp, reason
â–ŧ
➕ Add to Master Exclusion List
â–ŧ
📨 Send confirmation via same channel (App/WhatsApp/SMS)
â–ŧ
🔄 Sync across all integrated systems (Omni channels, CRM, Feedback Engine)
â–ŧ
🏁 End: No future prompts
↩ī¸ Opt-out reversal (optional): Staff removes customer from exclusion list → Customer re-enabled

📈 Dashboard Preview: Centralized Feedback Dashboard (CX View)

Real-time metrics, sentiment, and alerts based on BRD section 9.5

1,284
Total Feedback (MTD)
+12%
vs last month
😊 52% Positive
😐 28% Neutral
☚ī¸ 20% Negative
📱 App
45% (578)
đŸĻ Branch
22% (282)
đŸ’Ŧ WhatsApp
18% (231)
📟 USSD
10% (128)
🌐 Web
5% (65)
🚨 High-Volume Negative Alerts (Last 2h):
â€ĸ Nairobi CBD Branch: 5 complaints (Long wait times)
â€ĸ App Transaction Failure: 3 reports → Incident created
✅ Follow-up Queue: 23 pending | 156 resolved this week | Avg TTR: 4.2h
Co-operative Bank — Customer Feedback Management | UI/UX Flow Diagrams based on BRD v1.2