Unified customer feedback system drives double-digit Net Promoter Score growth

Facing Voice of Customer challenges, a financial services brand created a streamlined, data-driven survey strategy

customer taking a satisfaction survey on mobile device

Growth surge exposes customer experience gaps

Rapid growth challenged a financial services company’s ability to monitor and enhance the customer experience. As the brand rapidly expanded, customer experience insights fell behind. Disparate survey efforts, inconsistent feedback and a lack of actionable data left decision-makers wondering what customers really needed and how to improve.

organizational challenges overcome by voice of customer solution

A scalable strategy yields actionable customer feedback

To transform VOC results from confusion to clarity, in-house industry experts at ITA Group designed a streamlined survey strategy focused on lifecycle alignment, data consistency and decision-ready insights.

Expert implementation refreshes the customer survey strategy

customer experience communications on mobile devices

A phased implementation plan enabled quick wins while building long-term infrastructure for insight-driven decisions.

  • Unified data collection: A centralized portal aggregated surveys across business units to create one source of data.
  • Lifecycle-based targeting: 8 audience segments covered onboarding, usage, call center, retention and more for a complete journey view.
  • Automation and frequency controls: Surveys triggered within days of interactions, with a 3-day suppression window to prevent "over surveying."
  • Speed to market: The brand’s existing survey platform was leveraged to accelerate launch and reduce costs.
  • Survey design standards: Short, consistent questionnaires captured reliable, decision-ready data.
  • Interactive dashboards: Real-time NPS, satisfaction and resolution metrics enabled on-demand analysis for decision-makers.
  • Program management: Weekly team reviews and monthly executive briefings surfaced trends and guided ongoing improvements.
Customer Experience Solution Data Analytic Dashboards

Insights create better customer experiences and stronger loyalty

In just over three months, the brand shifted from a reactive to proactive strategy, driving measurable gains in satisfaction and long-term trust.

  • Dashboards enabled faster, smarter responses to customer issues.
  • Keyword search tools allowed teams to identify trends and prioritize systemic fixes.
  • Data-driven recommendations led to practical improvements, from training adjustments to better email subject lines.

Efficiencies created engagement opportunities

ITA Group helped the brand turn once-scattered VOC efforts into a clear, consistent source of actionable data. Survey delivery was streamlined, analysis was immediate and decision-makers were finally equipped to act on what mattered most to customers.

Measurable results within the first 3+ months

10-POINT+

enterprise-wide NPS gain (41% NPS gain April 1-July)

25-POINT+

direct consumer origination NPS gain

10%+

Better Business Bureau rating increase