Case Study: Metro Bank achieves award-winning customer service and high employee engagement with Recognize

Promoting a Customer Service Driven Mindset Through Employee Recognition

Metro Bank, a forward-thinking UK high-street bank with 65 locations and 5,000+ employees, wanted to reinforce a customer service–driven mindset by recognizing employee behaviors that reflect its values. To do this they sought a simple, customizable recognition tool that integrated with existing social collaboration (Yammer) and provided analytics, and chose Recognize’s employee recognition platform.

Recognize let Metro Bank create custom value-based badges (like Exceeds Expectations, One Team, and the leadership-only “Metro Man”), integrate recognitions into Yammer, and use the Company Admin Dashboard to identify top performers and measure engagement. Since adopting Recognize in 2013 Metro Bank reports 5,127 active users, 34,210 recognitions sent (about 500/week), 9 custom badges, and 59 awards won, showing sustained engagement and measurable impact on customer-service culture.

Metro Bank

Bruch Rioch

Chief Data Officer