Case Study
A Regional Bank's 24 Hour Standard
Challenge
A regional bank that manages $19B+ in assets wanted to know if their long focus on delivering exceptional customer service is meaningfully impacting their brand and reputation?
Approach
PeopleMetrics administered a deep-dive survey to customers to establish a baseline NPS and identify drivers of overall NPS and key customer segments.
This survey was also sent to employees to measure the perception of the customer centric culture within the organization.
Outcome
A key pain point for customers was the quality and consistency of customer service interactions, with 11% of all complaints indicating dissatisfaction with the customer service representative.
This closed-loop VoC program helped identify these problems, helping branch managers take corrective action.
We also found that customer dissatisfaction was found to be reflective of employee empowerment issues.
Our client used our findings to institute a "24-Hour Standard" for responding to customers who reported a problem through the VoC program.
Using the VoC program, the company was also able to assign executive team members to the bottom 10 performing branches to mentor and coach, requiring these executives to report on successes and lessons learned in quarterly meetings.
Lastly, the client was able to build a consistent training program for employees focused on responding to and resolving the most common customer problems and issues.
Employees were empowered within specific guidelines to make the best decision for the customer relative to fees and policies, improving the NPS score.