Case Study: Lendmark Financial Services improves customer experience and boosts NPS with AskNicely

Lendmark Financial Services - Customer Case Study

Lendmark Financial Services, a consumer finance company, faced a challenge in gaining consistent, real-time insight into its customer experience. Without a clear process, its frontline staff lacked actionable feedback for improvement and recognition, leaving the company vulnerable to inconsistent service. To address this, Lendmark turned to the customer experience management platform from AskNicely.

By implementing AskNicely, Lendmark gained a holistic view of the customer journey, enabling managers to spot trends and provide personalized coaching to loan consultants. The solution also automated recognition for employees delivering great service. The results were significant, with 50% of their 450 branches seeing an average Net Promoter Score (NPS) increase of 39 points, directly linking improved customer experience to growth.

Lendmark Financial Services

Ethan Andelman

Chief Medical Officer