Banking & Financial Services

Your branch visitors have feedback. Your systems aren't capturing it.

NPS scores give you a number. Intercept surveys give you the story behind it. By capturing real-time feedback from customers as they leave your branches, call your centre, or complete a digital transaction, you get structured insight that drives specific improvement.

Consult

01The Challenge

Your NPS is 42. But what does that mean? Which branches are dragging it down? Which touchpoints are creating friction? Which customer segments are most at risk? A single score can't tell you where to act. Structured intercept data can.

NPS doesn't tell you what to fix.

A detractor score tells you someone is unhappy. It doesn't tell you whether the problem was the queue, the advisor's knowledge, the product explanation, or the branch environment. You need granular, touchpoint-level data.

Branch-level differences are invisible in aggregate data.

Your quarterly satisfaction report averages across all branches. A strong-performing branch masks a weak one. Without location-specific, real-time feedback, you can't identify which branches need attention.

Digital channel feedback is fragmented.

App store ratings, call centre logs, and branch feedback exist in different systems. No one has a unified view of how customers experience your institution across all channels.

02The Cost of Inaction

Without structured, real-time customer feedback at the touchpoint level, you're making branch investment, staffing, and training decisions based on lagging indicators. By the time your quarterly report surfaces a problem, customers have already left.

13%

of bank customers plan to switch institutions in the next 12 months

3 days

average: how often retail bank customers interact with their bank

62%

of clients want seamless transitions between digital and branch

82%

of customers view local branch access as important

03The Solution

Design

Co-create surveys for branch visits, call centre interactions, and digital channel touchpoints, aligned to your service charter.

Deploy

Station fieldworkers at branch exits or deploy digital intercepts via SMS/email after transactions and interactions.

Analyse

Compare results by branch, channel, product type, and customer segment to identify specific improvement opportunities.

Act

Deliver branch-level and channel-level insight reports with clear recommendations tied to your customer experience KPIs.

10+

Financial Institutions Surveyed

25K+

Customer Intercepts Completed

93%

Average Completion Rate

Request your custom survey design.

Tell us about your branch network and customer experience priorities and we'll design an intercept programme that delivers the granular insight your NPS can't.

Request Meeting