Case Study: Financial Services Customer Satisfaction, 21 point NPS Gain

SITUATION

In 2020, the Financial Management group of a major U.S. financial institution surveyed its internal clients and found an NPS of -31.3, with nearly 44% classified as detractors. Rather than treating this as a problem to manage, FM leadership used it as a mandate: a clear baseline from which to build. Client interviews identified four themes the group committed to address — deeper understanding of client needs, clearer roles, greater accountability, and more strategic partnership.

IMPLICATION

With voluntary engagement below 50% and nearly half of clients as detractors, FM had measurable room to increase its contribution across the organization. The survey data provided both the evidence and the starting point for a structured, multi-phase investment in capability.

APPROACH

The Renegade Leader Coaching & Consulting Group, operating as an AQai Certified Partner, led a multi-phase program using AQme individual reports, AQteam assessments, and a science-based customer service survey. Micro-learnings supported development between formal sessions throughout. Phase 1 (2020–2021) included change leadership training, Win-Win Conversations, and Action Focus Teams — moving NPS from -31.3 to 0.0, with a verified 162% ROI in 90 days. Phase 2 (2022–2023) deployed the AQ® Adaptability Assessment across 225 FM professionals. Phase 3 (under 9 months, 2024–2025) focused on 60 professionals across six teams using AQme and AQteam reports, a retake of the science-based customer service survey, Stellar Agile Canvas Design sessions, and targeted communication work — producing the largest NPS gain of the engagement, to 38.5.