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Defence Bank: Success and growth underpinned by Employee Experience and Customer Experience

Defence Bank employee experience and customer experience

How an integrated EX and CX approach has led to success for Defence Bank

Insync has partnered with Defence Bank since 2018 to help them understand, measure and improve Employee Experience (EX) and Customer Experience (CX) to underpin business performance and growth.

Defence Bank’s approach began with conducting an Alignment and Engagement Survey (AES), in turn driving Executive 360s and intermittent pulse surveys to improve their people and culture. But also, conducting Member Experience Surveys to improve Marketing and Member Experience. The organisation’s approach and results have been extraordinary in regards to the improvement in stakeholder experience, and the organisation’s overall achievements.

Defence Bank’s achievements in the last financial year:

  • Recorded its biggest loan funding year yet
  • Top 10% employee engagement in Insync benchmark
  • Record deposit growth in transaction and savings account balances
  • Net Promoter score peaked at +54, which is streets ahead of the big four banks reflecting its member focus

Defence Bank’s success epitomises how integrated EX and CX programs can transform your organisation.

Access the full case study below.

Defence Bank case study pdf

 

 

 

 

 

 

 

 

The Employee and Member Experience programs Insync provides enables us to internally align with the evolving expectations and needs of our stakeholders. Both Experience programs equally underpin our strategies for our organisation. Insync’s frameworks and industry expertise give us the direction to live up to our corporate aspirations. In essence, it provides the feedback that drives our actions.
Michael O'Reilly

Chief Marketing & Product Officer
Defence Bank

Key contacts

Tony Salvage

Managing Director - Sydney and Practice Leader - Commercial

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Dr. Erika Szerda

Principal - Commercial

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Insync is the leading Employee Engagement and Customer Experience agency in the Financial Services industry with leading frameworks and tools. Learn more today.

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