Case Study: Citibank improves NPS and customer experience with PolyVista

Citibank chooses PolyVista to gain new insight into customer survey data

Citibank sought to improve its home mortgage loan customer experience but was limited by its ability to analyze vast amounts of complex survey data. Their existing tools only allowed for basic pivot tables, preventing them from diagnosing the root causes of negative feedback and discovering new ways to improve their Net Promoter Score (NPS). To overcome this, they turned to the advanced analytics and discovery capabilities of PolyVista.

By implementing PolyVista's cloud-based solution, Citibank was able to quickly sort through structured and unstructured data from multiple sources. The vendor's technology delivered immediate results, enabling the discovery of previously unknown factors impacting satisfaction, such as specific underwriting practices being more critical than overall cycle time. These insights led directly to a new policy being implemented, which helped improve NPS scores. Analysis that once took hours or months was reduced to minutes, dramatically accelerating strategic decision-making.

Citibank

Brian Brown

VP of Customer Advocacy and Research