Customer Satisfaction

Driving Client Experience Improvement through Global NPS Study

 

Overview
We partnered with a leading global provider of financial data provider to design and deliver a global Net Promoter Score (NPS) programme, providing a unified view of client experience across products, regions, and touchpoints. The study generated actionable insight to improve satisfaction, retention, and growth across key teams and business areas.

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​Client Challenge
The client needed to evolve from a service-focused NPS to a holistic view of the client relationship. They wanted to understand what drives loyalty and dissatisfaction across the full client journey, while benchmarking performance against competitors and identifying clear priorities for improvement.

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Our Approach

We designed a large-scale quantitative programme surveying over 1,600 clients globally, including decision-makers, influencers, and end users. The study captured feedback across key touchpoints, from onboarding, to product usage and in-life service experience and combined NPS with detailed diagnostics on experience drivers such as ease of doing business, product quality, and value perception.

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Insight Delivered

The research provided a clear, evidence-based view of client experience, identifying the key drivers of satisfaction and loyalty, alongside areas where the experience could be strengthened. It highlighted differences across segments, products, and regions, enabling a more targeted understanding of client needs.

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Outcome

This study provided a clear roadmap for action—enabling the client to improve consistency of experience, focus on the areas with greatest impact, and better demonstrate value to clients. In turn, this will support stronger client retention, improved satisfaction, and more effective revenue growth.