Case Study: Lendmark Financial lifts NPS an average of 39 points across 450 branches with AskNicely
Key results
The challenge
Lendmark's leadership felt the consumer lender needed to get ahead on customer experience and wanted to avoid the approaches it had seen fail elsewhere. Rolling out a feedback program across hundreds of branches risked internal resistance.
The solution
After evaluating several options, Lendmark chose AskNicely to capture customer feedback, surface it to branch teams, and drive action on what customers said across its branch network.
“I didn't want to do it the way I had seen it done before. Everything I saw showed me how NOT to do it.”
EAEthan AndelmanChief Marketing Officer, Lendmark Financial
The results, in context
In the pilot, 80% of locations saw an increase in their NPS, with an average increase of 15 points. With 450 branches now live on AskNicely, 50% have seen an NPS increase, at an average increase of 39 points across locations.