Score Customers to Maximise Net Promoter Score
How to leverage spatial data for improved customer insights and experience
Challenge
European retail bank looking to improve its Net Promoter Score (NPS)
Lead scoring is an essential tool; helping teams prioritize customer requests, tailor service offers and optimise channels
Customer analytics division lacked the relevant data to support lead scoring for the bank’s new customers
Developed large spatial raster data for Switzerland, drawn from public sources and through web scraping: everything from house size and value to amenities, socio-demographic factors and local taxes
Ran workshops to iteratively develop lead scoring models that combined information provided by new customers with spatial raster data
Solution
Value
Customer service teams provided with data-driven recommendations on each new customer ahead of the interaction, including product fit and channel affinity
Bank achieved a 4% increase in its year 1 customer lifetime value (CLTV) and a 6-point improvement in its Net Promoter Score (NPS)
Roles
Spatial Data Scientist, Data Scientist
Tools
Sector
Banking & Insurance