Achieved the highest NPS in their category within 18 months through a CX transformation programme informed by continuous consumer feedback.

A leading European retail bank needed to rebuild consumer trust following an industry-wide reputation crisis and understand what would drive NPS recovery.

FinServ Group engaged globainsight following a sector-wide trust crisis that had driven their NPS to an all-time low. We deployed a continuous customer experience tracking programme across all touchpoints - digital banking, branch, call centre, and mobile app - with real-time alerts for negative experiences. Driver analysis identified that 'transparency of fees' and 'speed of issue resolution' were the top two drivers of NPS, while 'branch experience' - which had historically received the most investment - ranked fourth. The bank reallocated its CX budget toward fee simplification and AI-powered complaint resolution, resulting in an NPS improvement from -12 to +34 within 18 months - the highest in their competitive set. The programme has since been expanded to cover commercial banking and wealth management divisions.