Case Study: Regional Bank Managing $1.73B in Assets achieves customer intimacy and higher NPS with PeopleMetrics

Regional Bank Managing $1.73B in Assets improves NPS with PeopleMetrics’s 90,000+ customer surveys

The customer, a regional bank managing $1.73b in assets, wanted to implement a "Customer Intimate" strategy to better understand its customers and improve daily interactions. To achieve this, they partnered with PeopleMetrics, who deployed an annual relationship survey and a post-transactional survey program.

PeopleMetrics implemented these surveys to identify key customer experience drivers and track Net Promoter Score (NPS). This allowed the bank's branch managers to receive real-time feedback and take immediate action. The solution resulted in continuous NPS improvement, increased growth, reduced churn, and provided insights that improved customer onboarding processes for future acquisitions.