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 an Alignment and Engagement Survey (AES), which drove Executive 360s and intermittent pulse surveys to improve people and culture. It also conducted Member Experience Surveys to improve Marketing and Member Experience. The organisation’s approach and results have been extraordinary with regard 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.
| Document Name | Category | Solution | File Type | Link |
|---|---|---|---|---|
Defence Bank’s success underpinned by EX and CX excellenceSee how Defence Bank integrated employee and member experience insights to strengthen engagement, customer advocacy and business performance. |
Case study | Employee experience |
PDF 1.68 MB |
Download View |
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