Case Study: ABN AMRO achieves 60% NPS increase and closed-loop customer experience with Medallia

On the path to customer centricity Closing the outer loop with Medallia ideas

ABN AMRO faced chronically low Net Promoter Scores after the 2008 financial crisis and wanted to become truly customer‑centric, but score‑tracking alone wasn’t driving actionable change. In 2015 the bank partnered with Medallia and deployed Medallia’s Experience Management platform — including the Medallia Voices App and Medallia Employee Ideas (internally branded as MINT) — to shift focus from scores to listening, learning, and closing the loop with customers.

Medallia enabled ABN AMRO to apply text analytics across touchpoints, train and empower 400+ frontline teams, mandate 48‑hour callback KPIs, and route employee‑captured improvement ideas from MINT directly to accountable agile product teams. The results were measurable: a 60% increase in overall NPS within two years, a 94% frontline issue resolution rate, a 10–15 point rise in frontline experience scores in the first seven weeks, and roughly 2,000 customer‑sourced improvement ideas in the first 15 months — all delivered through Medallia’s solutions.

ABN AMRO