Standardized service standards to drive NPS

Business Context

Decrypt was approached by a wealth management company to measure their customer relationships as well as gaps in current service standards.

Research Approach

To unlock this problem statement, Decrypt identified quantitative study as the preferred approach given the use case and sample size. We conducted pan-India quantitative surveys among high-net worth customers. We also conducted extensive competition benchmarking for service standards

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Deliverables & Client Benefit

We evaluated each performance touch points of the brand and its competitors. Our insights helped develop a continuous report card for each touch point as well as the key drivers of client relationship. Decrypt decoded that relationship manager and timeliness were key drivers and digital transformation was an essential gap to be bridged. Our insights also help design a detailed action plan to overhaul the current training program and develop a curated learning and development program

Decrypt In Action Case Studies

Know Your Consumer and Target Market