Case Study: a leading multinational bank achieves a 10% NPS lift with C5i

Voice of the Customer Insights for a Banking Organization

C5i was engaged by a leading multinational bank that needed to understand the key drivers of customer satisfaction and loyalty across its retail, home loan, credit card, and commercial banking services. The bank also sought to benchmark its performance against industry competitors to identify areas for improvement.

C5i implemented a mixed-methodology research program, using a quantitative survey and in-depth interviews. The insights gained enabled the bank to revamp its services, which resulted in a nearly 10% improvement in NPS, over a 5% reduction in churn on specific products, and an increase in services used per customer.