Case Study

A Successful FI Turns Around Declining Customer Satisfaction

A Successful FI Turns Around Declining Customer Satisfaction

Syntegrity

Financial Services

CASE STUDY

The Defining Moment

A leading financial services firm with a network of thousands of financial advisors had strayed from its client-centric focus. Referrals had dropped. NPS scores and customer retention metrics were negative and well below their peers.

They had failed in solving this problem and customer satisfaction continued to decline.  

The Approach

The CEO engaged Syntegrity to lead a 3-step program to engage and align a wide range of senior leaders across the organization around what needed to be done to tackle this challenge. They wanted to re-think how they deliver service, identify key investments, and create a prioritized, tangible plan with critical mass buy–in from all key stakeholders.

The Results

They transformed the current service model, created consistency in every client interaction, quickly addressed advisor pain points and radically improved the advisor experience in general.

Within 1 year, NPS Scores went from negative to 45, surpassing two major competitors. The shift to a ‘customer-obsessed’ service culture happened much faster than expected.

Back

Central Question:

“What must we do now and over the next 2 years to optimize our entire service model, to turn every advisor into an advocate?

Central Question:

“What must we do now and over the next 2 years to optimize our entire service model, to turn every advisor into an advocate?

The Results:

Within 1 year, NPS Scores went from negative to 45, surpassing two major competitors. The shift to a ‘customer-obsessed’ service culture happened much faster than expected.

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