Case Study: Exchange Bank achieves faster customer responsiveness and CX-driven growth with NICE Systems' Satmetrix NPX

Responsiveness to Customers and Community Drives Growth for Exchange Bank

Exchange Bank, a 125‑year‑old community bank in Northern California, sought a customer experience management (CEM) solution to strengthen relationships with retail and business customers. A cross‑functional CX committee prioritized Net Promoter expertise and a user‑friendly, software‑based tool; after vetting three vendors they unanimously selected NICE Satmetrix to deliver a Net Promoter–driven program.

Using a phased rollout with NICE Satmetrix’s NPX platform, the bank mapped customer journeys, captured structured and unstructured feedback, and implemented closed‑loop follow‑up (48‑hour response for Detractors) managed by branch teams. The program has driven daily process improvements, faster issue resolution, and actionable insights—uncovering product opportunities and demographic gaps—and positions the bank to expand and deepen its CX efforts.

Exchange Bank

Beth Ryan

Vice Presdent/Customer Experience Manager