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3 Ways to Improve Customer Experience in Banking with NPS

Your NPS, or Net Promoter Score, is a great way to improve the customer experience in banking and achieve a positive level of engagement within your client base. However, simply understanding your NPS is not enough. You need to actively work to improve this score and position your banking customer experience (CX) at the head of the market. But how is this done? Let's look at three effective strategies for achieving this.

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3 Ways to Improve Customer Experience in Banking with NPS

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  1. 3 ways to improve customer experience in banking with NPS

  2. Your NPS, or Net Promoter Score, is a great way to improve the customer experience in banking and achieve a positive level of engagement within your client base. However, simply understanding your NPS is not enough. You need to actively work to improve this score and position your banking customer experience (CX) at the head of the market. But how is this done? Let's look at three effective strategies for achieving this. 1. Establish a starting point and a (nominal) endpoint Before you can proceed and actively target improved NPS, you first need to know where you are. The most effective way to achieve this is to reach out, gaining feedback from your customers. Are they satisfied with the banking customer service experience you are providing? What pain points would they like to see eliminated? Gather both quantitative data — to give you a solid measure of your performance — and qualitative data to provide you with more human-oriented insight into what your customers want from you.

  3. 2. Consider the NPS in terms of the customer journey It is important to remember that your NPS is influenced by your net detractors — i.e., customers whose experience is dragging your overall score down. So, who are these detractors, and what is influencing this negative reaction? Examine this in the context of the customer journey — how are they navigating through their interactions with you, and which parts of this navigation are causing problems? 3. Smooth the process with automation If at least some of your clients are enjoying a positive experience, this means you are providing them with what you need. As such, it is likely to be sticking points and areas of friction along the journey that are causing a negative banking customer experiences(CXs). Automation can help to smooth some of these bottlenecks. In some cases, your client will need to speak directly to one of your customer service personnel. However, for more straightforward actions — such as providing convenient payment options online, over the phone or mail. — there is no need for your personnel to get involved. In fact, your clients expect to be able to handle these tasks instantly, wherever they are and whatever device they are using.

  4. Final thoughts Keeping track of your NPS gives you valuable insight into thebanking customer experienceCX you are offering. This is a great starting point, but make sure you are taking real steps towards improving NPS wherever possible to reap the rewards that come from a great client experience. https://lpors.com/3-ways-to-improve-customer-experience-in-banking-with-nps/ LPORS 1911 Grayson HWY Suite 8-232, Grayson, Georgia, 30017, USA 1 888 272 2614

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