Case Study: National Bank’s Initiative to Increase Net Promoter Score through Management Attributes
Targeted Training Segment: Management, Leadership
Microassist collaborated with a leading national bank to address a challenge many organizations face: improving customer loyalty and satisfaction, measured through the bank’s Net Promoter Score (NPS). To achieve this, our mission was to create a series of nine concise videos highlighting the winning behaviors of top managers. This solution was designed to inspire and guide all levels of managers, both new and experienced, within the bank’s corporate banking group.
Objectives
- Increase Net Promoter Score (NPS): Improve the bank’s NPS, a key metric for measuring customer loyalty and satisfaction.
- Promote Top Management Behaviors: Highlight and reinforce top-performing managers’ key attributes and behaviors to inspire and guide new and existing managers within the corporate banking group to apply the winning behaviors to their daily management practices.
- Deliver Actionable Insights Quickly: Provide quick, digestible learning content through two- to three-minute videos, allowing managers to consume, engage with, and implement practical behaviors immediately.
Learning Strategy
Our solution was built on the belief that management behaviors directly influence customer experiences. Each video featured real-life scenarios of top-performing managers and focused on one key behavior. These behaviors were tied to immediate, actionable insights that the learners could apply.
For organizations like yours, quick and actionable content that provides practical takeaways can help managers adopt behaviors that enhance team performance and customer satisfaction. By using a format that aligns with today’s digital learning preferences—concise, engaging, and easy to consume—your organization can deliver training that fits into busy schedules while creating meaningful impact.
Approach
As demonstrated by top-performing managers, the video content spotlighted specific behaviors and enabled learners to see the direct benefits and relevance of adopting these behaviors. The two to three-minute short format allowed learners to quickly absorb one to two actionable insights (golden nuggets) that they could implement immediately.
Using scenarios based on real experiences, the videos fostered engagement and offered practical illustrations of the concepts being taught. Contemporary multimedia techniques were employed to maintain learner attention and create a connection between the featured manager’s successful experiences and the behaviors being highlighted.
The series’ design—short, focused videos on single behaviors—made the content easy to consume in small, manageable segments. The videos had a modern, professional look, blending elements of fun to match the style and trends found on social media. In addition to the visual appeal, learners could participate in a social forum, where they were encouraged to share their experiences, discuss the content, and seek advice on specific management challenges.
Collaboration and Design
Microassist provided consultation on each script before the creation of storyboards and the development of the videos. The resulting content had a light, modern aesthetic, featuring attention-grabbing graphics, sound effects, and captions aligned with the client’s branding and style. Additionally, the videos were designed to be accessible to all learners, ensuring an inclusive training experience. This innovative approach was intended to help managers at the bank enhance their skills, improve customer satisfaction and loyalty, and ultimately boost the bank’s NPS.
Managers need an engaging, accessible, and effective training solution, and this series of two—to three-minute videos demonstrates how concise content can deliver impactful learning. Whether onboarding new managers or developing existing leaders, this bite-sized approach allows them to absorb valuable insights and apply them immediately.
Does your organization face similar challenges?
Many businesses, like this national bank, need help to ensure consistent management performance that aligns with customer experience goals. If your organization wants to improve customer satisfaction, loyalty, or overall performance through effective leadership, this case study showcases how a tailored, engaging approach can drive impactful results.