Financial Case Studies

Think Bank

Website Changes Decreased Satisfaction Scores - Why?

Think Bank upgraded their website, but rather than seeing an uptick in satisfaction scores, they decreased. But through changes from a PeopleMetrics survey, problem incidences declined by over 50%, while NPS increased by 13 points.

NuVision

Employee Engagement and Culture

NuVision used a two-pronged survey to measure and identify the drivers of employee engagement, highlighting the strengths and addressing the weaknesses to improve company culture.

First American Bank

Raising Net Promoter Scores

First American Bank raised their NPS by 7 points through a survey by PeopleMetrics, helping them identify their high-performing branches so they could replicate the wins at their lower-performing branches.

Regional Bank

A "Customer Intimate" Strategy

A regional bank used an annual deep-dive relationship survey to gain a deeper understanding of their customers, establishing a baseline measure of their NPS, a segmentation strategy, real-time notifications for interactions, and a more informed onboarding process for future acquisitions.

Regional Bank

Instituting a 24 Hour Standard

A regional bank instituted a 24 Hour Standard for responding to customers, leading to improvements in NPS, as well as a consistent training program for employees focused on resolving the most common customer problems and issues.

Midwestern Bank

Asessing Up-Sell and Cross-Sell Strategies

A Midwestern bank incorporated specific survey questions into their existing VoC program to improve their sales tactics during loan applications, refining its up-sell strategy while maintaining a positive customer experience.

OceanFirst Bank

Growing Awareness of a New Product Offering

OceanFirst Bank turned to PeopleMetrics to assess the awareness of their new product, identifying gaps and tracking the impact of their awareness campaign.

Financial Case Studies

Website Changes Decreased Satisfaction Scores - Why?

Employee Engagement and Culture

Raising Net Promoter Scores

A "Customer Intimate" Strategy

Instituting a 24 Hour Standard

Asessing Up-Sell and Cross-Sell Strategies

Growing Awareness of a New Product Offering

Solutions

Customers

Resources

Company