Micronotes Leverages Online Banking Traffic To Measure Net Promoter® Score For Banks

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Micronotes introduces systematic NPS® measurement with automated follow-up interviews to gain the insight needed to drive growth for Financial Institutions.

Micronotes, the leading provider of interview marketing technology and services to the financial services industry, announced today that Micronotes Cross-Sell™, its flagship interview marketing platform, now conducts NPS® interviews via online banking with automated reporting of the Net Promoter® Score.

Net Promoter® Score (NPS®) is a customer loyalty metric developed by Fred Reichheld of Bain & Company. Reichheld introduced NPS® in his 2003 Harvard Business Review article "One Number You Need to Grow."

Deployed through online banking, Micronotes’ NPS® interview appears at logout, presents the standard format NPS® interview, then automatically asks the customer in which area the financial institutions is doing well or falling short. Net Promoter® Score is automatically computed and reported, as are the reasons why promoters promote and detractors detract, in graphical form, to gather insight and drive improvement actions.    

“Weaving NPS® measurement and root cause analysis into the fabric of conversational marketing is another great way for us to help improve our customers' competitiveness,” said Devon Kinkead, CEO Micronotes. “The Micronotes interview marketing platform is naturally well-suited to conduct NPS interviews, compute scores, report results, and automatically route detractors to customer service for reconciliation."    

The release of the NPS® upgrade comes on the heels of the company’s recent launches of Micronotes Social™ and Micronotes Mobile-SMS™, making the Micronotes platform the only Social, Mobile, Online Interview Marketing platform available to financial institutions to drive cross-sales. Micronotes’ comprehensive suite of cross sell technologies including Micronotes Cross-Sell™, Micronotes Mobile-SMS™, Micronotes Social™ and now Net Promoter® Score measurement systematically drives deeper relationships between financial institutions and their customers.

About Micronotes

Micronotes is a digital marketing SaaS company that serves financial institutions with tools to deepen relationships with existing customers through effective cross-selling. Micronotes' targeted interview technology combines big data analytics with the closing power of in-branch sales interviews to turn the digital service channels into sales channels.

Net Promoter® and NPS® are registered trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.

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