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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

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Sector

Banking & Insurance

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