Annual Relationship Survey Email Invite

Net Promoter Score (NPS) Guide

Internal Survey Communication

Annual Relationship Survey Invite

Texas Capital Bank, VP Client Experience

Project Intent

• To improve annual relationship survey response rate, starting with more concise email content and design.

Audience

• External clients with existing bank relationship
• Results shared with internal support teams, relationship managers and relationship associates

Challenge

• Previous email invite may have been a deterrent with overly wordy content, lack of personalization and the appearance of a cumbersome request. 
• Internal partners often unaware of survey distribution.
• Internal partners unclear how survey results and open ended feedback could be use to their advantage. ​

Solutions

• Worked with Marketing to design more appealing email graphic.
• Inserted NPS question in email invite to better set expectation and purpose of email, as well as increase participation of respondents.
• Developed internal communication to announce the distribution of survey, requesting relationship managers encourage clients to respond.
• Created NPS Guide and distributed with notification emails sent to relationship owners, detailing individual customer feedback and how to best use this information to the advantage of their business.
• Promoted scores internally and increased awareness by writing article that internal partners could find on employee platform.