Case Study: First American Bank boosts NPS by 7 points with PeopleMetrics

First American Bank - Customer Case Study

First American Bank, the largest privately held bank in Illinois, wanted to better understand the customer experiences driving satisfaction across its 61+ locations and digital channels. The bank needed to see which branches were performing well, which were lagging, and what specific areas of the business customers felt needed improvement.

PeopleMetrics designed a Customer Feedback campaign to identify the business strategy most strongly tied to NPS, highlight high- and low-performing branches, and isolate areas for improvement. The program showed that quick problem resolution had a major positive impact on recommendations, and First American Bank increased its NPS by 7 points. PeopleMetrics also helped FAB launch an initiative to replicate the practices of its best branches across lower-performing locations.

First American Bank