Case Study: ANZ achieves improved customer satisfaction insights and NPS-social alignment with Synthesio

Anz Bank Turns to Synthesio for a Complete Analysis of Online/Offline Customer Satisfication Data

In 2016 ANZ bank engaged Synthesio to better understand and improve customer experience and satisfaction in Australia, with a specific challenge: determine whether paid-survey results (Net Promoter Score) matched the sentiment consumers express online and identify the drivers of those sentiments. ANZ needed a social listening solution with strong NLP and high-quality data to break down silos between traditional market research and social media conversations and to pinpoint what caused shifts in customer perception.

Synthesio aligned NPS with its proprietary Social Reputation Score and implemented a three-pillar approach—estimating lag time between events and survey responses, matching survey keywords to social queries, and layering additional KPIs—to map and correlate datasets. Their analysis found strong correlations (validated qualitatively), revealed how in-the-moment social posts differ from cooler survey responses, and showed score movements tied to promotions and press. The work helped ANZ uncover actionable trends, optimize customer service programs, and tie traditional business metrics to social insights across the organization.

ANZ

Wing Cheung

Head of Customer Insights and Digital Strategy