Benchmarking board performance: 500 board reviews later

Unlock evidence-based insights into board performance

Here’s proof that profitable growth starts with employee experience

Engaged and aligned employees underpin customer experience excellence

Recent studies show that organisations with engaged employees provide customers with significantly higher experience ratings and advocacy levels. Therefore in the quest to find competitive advantage, organisations must not overlook the truism that employee experience (EX) underpins customer experience (CX) excellence, which in turn drives organisational success.

Need proof? Below shows the amount by which companies that invest in employees outperform those that don’t.

A success story: Defence Bank

Insync has partnered with Defence Bank since 2018 to understand, measure and improve the Employee and Member/Customer experience, to underpin business performance and growth. Our approach began with the below framework for understanding the inter-relationship between EX and CX, as well as the corresponding impact on productivity and innovation, and how these factors can be leveraged to create profitable growth and organisational success.

Profitable growth cycle

With the above framework in mind, Insync has conducted a program with Defence Bank over the last three years, ranging from strategic to tactical.

People and Culture Surveys

Insync conducts an annual employee Alignment and Engagement Survey (AES), which has driven Executive 360s and intermittent pulse surveys to monitor initiative success.

Marketing and Member Experience

Insync conducts an ongoing Member Experience Survey (MES), supplemented by Market Advocacy Studies, a Trust Index and specific qualitative projects targeting valuable segments.

The results speak for themselves

The result of this approach has been extraordinary in terms of both the improvement in stakeholder experience and the organisation’s overall achievements, including:

  • Recorded its biggest loan funding year to date
  • Net Promoter Score (NPS) peaked at +54, streets ahead of the big four banks, reflecting its member focus
  • Top 10% employee alignment and engagement compared to Insync’s benchmark of financial organisations
  • Despite COVID-19, will meet its targets and move ahead with confidence

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

Want to learn more? Download the case study below.





A word from Defence Bank

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

Want to learn more?

Insync is the leading Employee Engagement and Customer Experience agency in the Financial Services industry with leading frameworks and tools. Talk to us today.

Latest insights

Read all Insights
Top tips for councils planning their next deliberative engagement

Empower your council's community engagement with Insync's top eight tips, from pre-deliberation to post-deliberation. Book a Free Strategy Session with us, your ...

How to ask for customer feedback: 6 different methods

Do you know how to ask for customer feedback? Where to start might be hard, but for any business worth their salt, it’s essential. Learn how with Insync!

Practical insights to foster employee engagement

Dive into our case study that uncovers the keys to fostering high employee engagement, embedding vision in company culture, aligning recruitment and enhancing ...

Benchmarking board performance: 500 board reviews later

Unlock insights into board performance from over 500 board reviews in the first evidence-based Insync and Board Benchmarking report.