NPS & Loyalty
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Financial Services
What is this template and why does it matter?
It measures likelihood to recommend the institution, tracked alongside trust and switching likelihood. It matters because a loyalty dip here often means a trust problem, and the fix is different from a service complaint.
What questions should I ask?
The core recommendation question, an open-text reason, and a specific trust-related follow-up for detractors.
How many questions should it have?
2–4.
When / how often should you send it?
After a key interaction, plus a periodic relationship survey.
What does a strong result look like?
A trend segmented by channel and product line, with trust isolated as its own driver. Corvane isolates trust-related drivers automatically.
Use these questions as a starting point for your research.
Q
On a scale of 0–10, how likely are you to recommend [Institution]?
Q
What's the main reason for your score?
Q
Do you have any trust concerns that affected your score?
Start with this research template and customize it for your study.
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