Metro Bank + Pearl-Plaza: Creating Lifelong Fans, Not Customers

Learn how Metro Bank improved its Net Promoter Score (NPS) and response rates by revamping its customer insight program through a partnership with Pearl-Plaza. By integrating customer insights into all aspects of its operations, Metro Bank has successfully reshaped the banking experience, emphasizing empathy, understanding, and a resolute focus on its customers’ needs.

Through partnership with Pearl-Plaza, Metro Bank was able to:

• Improve their NPS score – Metro Bank highlighted the positive shift in their Net Promoter Score (NPS) with increased figures across various touch points.
• Increase their response rate – relocating surveys within the app led to a significant surge in response rates translating to richer data, deeper insights, and better-informed decision-making.
• Achieve operational efficiency – the revamped approach to customer insights and the integration of Pearl-Plaza’s tools facilitated streamlined operations.

Metro Bank has embraced a retail-inspired model, setting it apart from traditional banking structures. At Metro Bank, they do banking differently, there’s nothing more important than going above and beyond for their customers and they’re on a mission to become the nation’s best community bank.

Metro Bank transformed its customer insight programme to address the complexity of customer feedback by partnering with Pearl-Plaza. This collaboration aimed to redefine their strategy using competitive benchmarking, relationship surveys, and touchpoint surveys to understand key customer experiences.  By integrating customer insights into all aspects of their operations, Metro Bank continues to reshape the banking experience, emphasising empathy, understanding, and a resolute focus on their customers’ needs.

By leveraging tools like active listening, they delved deeper into customer feedback, nurturing empathy and understanding. The value of verbatim emerged as a driving force, illuminating the depth of customer experiences. Metro Bank’s success lies in measuring and acting on customer sentiment, guiding their priorities. Their consistent KPIs and strategic survey placement within apps significantly impacted engagement and outcomes.

Metro Bank’s transformative journey from disrupting the banking norm to championing a customer-centric culture epitomises its commitment to creating fans.