Case Study: Think Bank boosts NPS by 13 points with PeopleMetrics

Think Bank cuts problem incidences by over 50% and boosts NPS by 13 points with PeopleMetrics

Think Bank faced a significant challenge after upgrading its website and online banking capabilities. Instead of improving, customer satisfaction scores decreased sharply. The bank enlisted PeopleMetrics, which utilizes customer feedback surveys, to investigate the cause of the puzzling decline.

PeopleMetrics analyzed post-upgrade survey data and discovered the issues were primarily with a malfunctioning online bill-pay system and documents failing to load. Based on this feedback, PeopleMetrics recommended specific design changes to the website and the implementation of a better system monitoring tool. After Think Bank incorporated these solutions, problem incidences declined by over 50% and their Net Promoter Score (NPS) increased by 13 points.

Think Bank