Industry · Financial Services
Member & Customer Experience for Banks
Go beyond NPS scores. Understand what drives member loyalty, digital adoption, and branch satisfaction.
The challenge
The Challenge
Banking is increasingly competitive. Fintechs offer convenience, big banks offer scale, and members have more choices than ever.
Your surveys tell you satisfaction is “good.” But they don't tell you:
- • Why members aren't using your mobile app
- • What made that branch visit frustrating
- • Why they're considering switching to a competitor
- • What would turn them into advocates
PrismScope gets you the why behind the numbers.
Use cases
Use Cases
Account Opening
Understand friction in the new account process
Digital Banking
Mobile and online banking experience feedback
Branch Experience
In-person visit satisfaction and service quality
Member Loyalty
Why members stay, switch, or recommend you
Service Recovery
Follow-up after complaints or issues
Product Feedback
Loan, credit card, and savings product experience
What we'd ask
Example Questions
“Tell me about your recent experience opening an account with us. What went well? What could have been better?”
“How would you describe your experience with our mobile banking app? What features do you use most?”
“Think about your last visit to one of our branches. Walk me through that experience.”
“What made you choose us over other banks or credit unions? Has that expectation been met?”
“If you could change one thing about banking with us, what would it be?”
Your move
Understand your members better
Run your first campaign — $249. Try a 3-minute conversation first.