Shannon Denniston, CCXP
Annual Relationship Survey Email Invite
Net Promoter Score (NPS) Guide
Internal Survey Communication
Annual Relationship Survey Invite
Texas Capital Bank, VP Client Experience
To improve annual relationship survey response rate, starting with more concise email content and design.
External clients with existing bank relationship
Results shared with internal support teams, relationship managers and relationship associates
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.
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.
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