ANZ Bank



To transform a traditional research study which lacked internal stakeholder support into a relevant, dynamic and insightful account management tool, one that would ultimately enhance the customer experience.


We transformed the existing program from being a ‘research study’ to a ‘business intelligence process’ that could be used to tangibly improve the customer experience and ROI by including share of wallet questions, business risk and growth measures.


  • 129 customers were identified as ‘At Risk’ of leaving the bank; 86% of these customers were retained by the bank
  • On the back of a follow-up, the bank increased income revenue from ‘At Risk’ customers by 9%
  • 63% of those interviewed for the study asked for their Relationship Manager to contact them with regards to unmet product needs. This resulted in a revenue uplift of 18% amongst these customers
  • 55% of customers that hadn’t been asked for a referral were prepared to offer new business referrals, this equated to 391 customers offering new business leads.