Best Banker | Detailed Insights Pack
Full pack is not disclosed due to confidentiality
Problem:
The banks Core Value Proposition is being changed to 'The Relationship Bank', we needed to find out from our best bankers and customers in what attributes make us the relationship bank and how do our best bankers create and deliver in their relationships with customers.
Approach:
1 on 1 Qualitative Interviews with 17x bankers across business in consumer via Teams to explore a deep dive into 3 themes:
1. How do they build deep customer relationships?
2. Their view on best practice for providing outstanding service
3. What in their opinion sets us apart from other banks?
Outputs:
5min compilation video of the best quotes from our bankers
Verbatims spreadsheet to find insights in the future for those looking
Detailed Insights Report that is 14 pages.
Impact:
The research provided actionable insights that helped define the key attributes of "The Relationship Bank" from the perspective of both bankers and customers.
The findings informed leadership on best practices for building meaningful customer relationships and delivering exceptional service. The insights were integrated into staff training, service design improvements, and internal communications, ensuring consistent delivery of the bank’s core value proposition.
Additionally, the compilation video became a powerful storytelling tool, inspiring teams and reinforcing a customer-first mindset across the organization.
