Case Study: Savings Bank Group boosts NPS and customer satisfaction with Market Force

Savings Bank Group - Customer Case Study

Savings Bank Group's KentReliance, part of the One Savings Bank Group, sought to measure and understand its customer service levels across all channels, including branch, telephone, online, and mail, to see how it compared to competitors. To address this challenge, the bank partnered with vendor Market Force in 2011 to launch a comprehensive customer satisfaction survey program.

Market Force designed a multi-channel survey that identified key areas for improvement, particularly within the call center and online operations. By implementing the vendor's insights, the bank improved its first-call query resolution and email response processes. This led to an 8% increase in overall customer satisfaction and a significant 45.9% increase in its Net Promoter Score (NPS).