Case Study: a large tier 1 bank reverses declining NPS with Touchpoint Group’s Touchpoint Ipiphany

How insights hidden in a tier 1 bank's data allowed them to uncover the source of an NPS decline

A large Tier 1 bank was facing a sudden and rapid decline in its Digital NPS score. Despite weeks of manual analysis by a team using tools like Excel and MS BI, the bank could only identify very broad reasons for the drop and remained unable to pinpoint the specific issues or their potential impact, leaving stakeholders stuck. The bank engaged Touchpoint Group and used its AI text analytics software, Touchpoint Ipiphany, to find a solution.

Touchpoint Ipiphany processed the bank's data and within 24 hours uncovered the root causes with granular clarity, which were linked to recent minor changes made to the customer-facing website. The platform provided an executive report detailing the concerns and their impact, followed by a deep-dive analysis that offered actionable insights and quantified the potential impact of changes. As a result of implementing these evidence-based changes, the bank's NPS improved within a couple of weeks, even surpassing its pre-decline score, thanks to Touchpoint Group's holistic analysis of all customer feedback data.