Results Story: Delivered structural support to traditional regional Retail Bank in strengthening customer focus through NPS

Customer: Regional Bank

Starting Point & Challenge

A traditional German retail bank aimed to strengthen its customer focus, as mandated by the executive board.
The bank’s Top-Down NPS lagged behind key competitors, signaling the need for structural improvements.
Leadership decided to pilot the Net Promoter System (NPS) across three customer channels to better understand and address customer concerns.

To establish a structured and sustainable customer feedback system, we supported the bank in:

Benchmarking NPS Performance

Conducted a Top-Down NPS assessment to compare customer perception against competitor banks.

Pilot Implementation Across Key Channels

Rolled out NPS surveys in three pilot channels, covering ~15 different touchpoints and customer interactions.

Training & Capability
Building

Conducted structured training programs for management and customer consultants before launch, ensuring alignment and understanding.

Designing a Closed-Loop Feedback
System

Developed clear processes for collecting, analyzing, and acting on customer feedback in real time.

Employee Engagement & Change
Management

Ensured that frontline employees saw NPS as a tool for improvement rather than personal evaluation. That included negotiations with workers’ representation/ council.

Establishing CX Infrastructure, Governance & Team

Created a dedicated Customer Experience team to drive long-term customer focus and maintain NPS initiatives. Run the RfP and delivery assurance for the technology platform.

Economic Valuation of Customer Loyalty

Developed an economic model to quantify the value of Promoters, Passives, and Detractors to guide decision-making.

Results Achieved

Short-Term (3-6 months)
Successfully launched NPS pilot across three customer channels.
Trained all relevant employees, ensuring full engagement with the new approach.
Mid-Term (6-12 months)
Established a structured, data-driven feedback loop, allowing the bank to act on customer insights.
Strengthened customer focus across the organization, with clear accountability at different levels.
Long-Term (12+ months)
Embedded NPS as an ongoing business tool, improving the bank’s customer experience and market competitiveness.
Developed a strategic roadmap for scaling the initiative beyond pilot channels, ensuring sustainable impact.

This project successfully embedded a customer-first mindset within the bank’s operations, positioning it for long-term success in a competitive financial landscape.

Type of Engagement

PROJECT MANAGEMENT
Testimonial