Case Study: Leading UK Financial Institution achieves increased customer advocacy and retention with CFI Group

Leading UK Financial Institution - Customer Case Study

Leading UK Financial Institution set a strategic goal to become the destination bank for high‑value mass market customers and engaged CFI Group, using CFI Group’s predictive methodology and analytics to identify where to focus efforts to boost customer advocacy and retention.

CFI Group recommended targeted investments in communications (a refreshed advertising format and more frequent direct contact, +4 points Communications satisfaction), Relationship Manager support tools (+3 points RM satisfaction within two years), and channel experience (online banking improvements and reduced telephone wait times). Following CFI Group’s guidance the bank achieved an annual 3‑point improvement in overall customer satisfaction, a 1% YoY increase in likelihood to recommend, and a 3% YoY increase in likelihood to remain a customer.