Home > Driving Positive Word of Mouth - Among Banking Customers
Driving Positive Word of Mouth - Among Banking Customers
WOMCloud
May 15, 2010 18 Pages - SKU: WMC2767722
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Many companies use a likely-to-recommend question to determine their Net Promoter Score® but don’t know how their score compares with competitors
- This study delivers an industry NPS® along with drivers of increased NPS and positive word of mouth used by promoters
- Comments by segments of the sample are compared at 95% confidence including…
- Promoters versus Passives/detractors
BofA versus Citigroup versus HSBC versus Other banks
- Open-ended comments were gathered and quantified using an online survey in a conversational style
- The report recommends…
- General themes and specific language that resonates with retail bank customers
Specific steps that bankers should take to increase positive WOM
- A world-wide panel was invited to participate and 447 responses were received by May 15, 2010 - 18% Citigroup customers, 15% HSBC customers, 11% Bank of America and the rest smaller competitors including Barclays Bank, Chase Manhattan, ABN Amro Holding NV, BNP Paribas, Deutsche Bank, Royal Bank of Scottland, others
- A total of 125 ideas were received and tested during the session including 85 improvement suggestions and 40 positive recommendations; All verbatim comments are embedded in the report
Please note: this is delivered as a PowerPoint presentation.
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