Case Study
First American Bank
First American Bank is the largest privately held bank in Illinois, with cutting-edge Online Banking, Mobile Banking, and other digital services. They have over 61 locations and assets of $5+ billion.
Problem
First American Bank sought to uncover the key experiences shaping customer satisfaction. With multiple locations, they needed insights into which branches were excelling and which required improvement. Additionally, they aimed to identify areas of their business that customers felt needed enhancement.
Recommendation
PeopleMetrics designed a Customer Feedback campaign to help First American Bank:
- Identify critical Business strategy that directly impacts NPS
- Differentiate which branches stood out for exceptionally high NPS and which branches fell below the benchmark
- Use customer feedback to isolate specific areas for improvement
Outcome
The campaign revealed that swift problem resolution has a strong, direct impact on NPS ratings—customers whose issues were resolved quickly were significantly more likely to recommend First American Bank (F = 131.65, p < .001).
Since partnering with PeopleMetrics, First American Bank has increased its NPS by 7 points.
Additionally, FAB has launched an initiative to replicate the successes of high-performing branches in lower-performing locations, enhancing customer satisfaction and ensuring a consistent experience across all branches.