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Spotlight Reports

Big Banks: The Aftermath of the Recession

iModerate

Oct 29, 2014

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Following the 2008 mortgage crisis, consumers relationships with banks drastically changed. Over six years later, banks are still working to rebuild consumers’ trust. We wondered whether these efforts were fruitful, and if consumers’ attitudes had rebounded. We engaged over 100 consumers in one-on-one conversations and ended up with a comprehensive view of what post-recession consumers expect from their banking institutions.

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The insights I received from iModerate really brought our NPS program to life. While it was always highly-visible and important to key stakeholders it did not resonate as well with the majority of employees. The iModerate piece rounded out the NPS program and brought it to a place where it is now more valued, transparent and salient across the organization. Having the consumer’s voice and that context has helped us build business cases and impact operations in a way that has led to great success.

Adriana Smith, Manager, Brand Strategy, NRG Energy