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Dimension Labs

Industry

Customer experience analytics for banking and financial services

Read every complaint, call and review. Find which fee, process or channel issue actually drives attrition, with compliance flags on every record.

Start now › See pricing ›
Ask Which issue drives account attrition?

We work with enterprises such as NBA, Travelers, Mars and Concentrix.

NBATravelersMarsDisneyConcentrixIntuitSeattle MarinersDropboxAmerican Red CrossResideoNetflixThomson ReutersAsicsStakeEasygoFleishmanHillard
[01] The problem

Complaints are logged for the regulator. Nobody reads them for the business.

Banks collect complaints, call notes and reviews to stay compliant. The same records explain attrition, and almost nobody analyzes them that way.

Right now
  • 01Complaints are categorized for compliance, then filed
  • 02Fee disputes are handled one at a time
  • 03Branch and digital experience are measured separately
  • 04Attrition models can't explain who leaves
  • 05Board reporting lags a quarter behind

The complaint log is the most honest customer research a bank owns.

[02] EnrichOne record, structured

Language in. Structured data out.

Every record is read in full and written back with dozens of typed Dimensions, the same way every run. Here is what that looks like for banking and financial services.

enrichment · one record
Raw text

Charged a $35 overdraft fee on a deposit that cleared the same day. The branch said they can't reverse it and the app shows a different balance than the statement. I'll move my accounts.

Complaint · checking account · branch joined
Dimensions written to the record
  • Billing Disputeoverdraft fee
  • Dollar Amount Referenced$35
  • Service Recoveryrefused at branch
  • Digital & App Experiencebalance mismatch
  • Trust & Honesty Signallow
  • Churn & Cancellation Riskmoving accounts

Each colour links a phrase in the raw text to the Dimensions extracted from it. Hover either side.

[03] The product
3.1 · Read everything

Every record, enriched.

Start with one export of complaints, call notes, reviews and chat logs, or connect every channel. Every record comes back with typed Dimensions like billing dispute, trust and honesty signal, compliance flag, digital and app experience and churn risk, written the same way every run, then joined to account, product, branch and balance data.

  • Read every record, not a sample
  • Join each record to account, product, branch and balance data
  • Add your own Dimensions in plain English
  • Backfill years of history in the same run
dimension labs · blend
3.2 · Prove the cause

Ask why. Get proof.

Ask in plain English. The agent writes the queries, controls for what would confound the answer, and ranks each issue by its measured effect on attrition, complaints and primary-bank status, with an effect size and a confidence interval. Findings that fail the robustness checks are never reported as causal.

  • Which issue drives account attrition
  • Find fee disputes that turn into departures
  • Compare branches and digital on one scale
  • Flag compliance exposure on every record
dimension labs · ask
Example finding

Which issue drives account attrition?

See the Eastern Bank board diagnostic: 29 Dimensions across reviews and complaints from eight public sources.

Published artifact · public sources
3.3 · Deliver

Ask for the report. Get the report.

Ask for the readout your board and risk committee needs and the agent builds it: summary, ranked findings, charts and recommendations, each figure checked. Schedule it weekly or monthly on fresh data, or publish it as a live monitor.

  • Produce the monthly readout without building it
  • Publish a live monitor leadership can open and question
  • Track whether the fix you shipped moved the number
  • Export to PDF, slides or your BI tool
dimension labs · report
[04] How the platform worksRuns daily

From raw conversations to a proven answer.

Language from every channel and your business data flow into one pipeline that enriches, governs and tests every record, then delivers wherever your team works.

Language · 37 sources
ZendeskIntercomSalesforceLiveChatDriftSlackQualtricsMedalliaSurveyMonkeyQuestionProGenesysAmazon ConnectAvaya Cloud8x8TwilioSMSAdaKore.aiYellow.aiCognigyRasaMicrosoft Bot FrameworkAmazon LexAmazon AlexaOracle Digital AssistantBotcopyCapacityFacebook MessengerKikX (Twitter)OpenAIEmailCall recordingsApp store reviewsGoogle reviewsOpen-ended surveysCommunity forums
Business + world data
SnowflakeDatabricksBigQueryAmazon S3Salesforce CRMCSV + ExcelREST APIRevenueOrdersRenewalsUsage eventsLoyaltyStore + location dataWeatherSeasonalityMarket events
Dimension Labs pipeline · Runs daily
01
Ingest + normalizeEvery channel and language into one schema
02
EnrichDozens of Dimensions written onto every record
03
Map + governValidated for drift, versioned, the same fields every run
04
Analyze + proveJoined to outcomes and tested for cause
Where it goes
Dimension Labs agentAsk, report, schedule
Your warehouseSnowflake, Databricks, BigQuery
BI toolsTableau, Power BI, Hex
Claude and ChatGPTvia MCP · coming soon
[05] ArtifactsBuilt by the agent

What you get. Reports, monitors and decks, built by the agent.

Reports · Live monitors · Apps · Decks · Charts See every artifact ›
[06] Proof

Intuit QuickBooks Establishes Structured Chatbot Intelligence Across 1M+ Monthly Sessions

Intuit QuickBooks supports more than seven million small businesses worldwide, providing financial management tools across accounting, payroll, invoicing, and payments.…

Read the customer story ›
[07] Explore8 use cases · 14 industries
By use case
Customer, guest and fan experienceWhich issue moves your scoreProduct feedback and prioritizationWhat to build, ranked by impactRevenue, churn and retentionWhat customers said before they leftAgenciesClient analysis in hours, not weeksContact center performanceWhat separates your best agentsAI agent and chatbot analyticsWhere automation fails, and what it costsMulti-location performanceWhy one site beats anotherReviews and competitive benchmarkingYou and every competitor, side by side
By industry
Hotels and hospitalityGuest experience, property by propertyRestaurants and food serviceSpeed, accuracy and the operator effectFitness, golf and recreationMember churn, club by clubRetail and e-commerceStore, site and delivery, on one scaleSports and live entertainmentFan experience and renewalInsuranceClaims, renewals and premium changeBanking and financial servicesFees, trust and attritionSoftware and SaaSChurn signals and product prioritiesAutomotivePurchase, delivery and serviceConsumer products and CPGProduct voice and defectsContact centers and BPOsEvery client program, one methodPublic sector and nonprofitConstituents, members and donorsReal estateLead conversations to closingsGaming and bettingPlayer conversations at scale
Dimension Labs/Start with one file From $299 a month

Find out what's really moving your number.

Start with one file. Ask why a number moved. Plans from $299 a month, no demo and no contract on monthly plans.

Start now › See pricing ›