Case Study: a tier 1 bank identifies the root cause of a 19-point NPS drop with Touchpoint Group's Ipiphany

How a Tier 1 Bank identified the root cause of a 19 point NPS drop in 24 hours

The customer, a tier 1 bank, faced a significant and unexplained 19-point drop in its Net Promoter Score (NPS). Over a three-week period, their internal team could not determine the root cause, only identifying that the issue was linked to online banking users. With a critical meeting approaching, they turned to vendor Touchpoint Group for assistance.

Using its Ipiphany AI feedback analytics platform, Touchpoint Group analyzed the bank's customer comments and identified the problem within 24 hours. The root cause was a poorly received platform update with specific unresolved technical bugs. Armed with these insights, the bank addressed the issues, resulting in the NPS returning to its previous level within a few months. Touchpoint Group's solution also provided the bank with an ongoing system for monitoring feedback and guiding continuous improvement efforts.