Key Bank: Consumer Satisfaction

This was a team project from fall of 2021. Key Bank had come to us asking how they could increase their net promoter score (NPS) company-wide. This prompt was very open-ended and posed a difficult challenge.

To first tackle this challenge we had looked at areas in which branches had experience the lowest NPS on average. We had discovered that one distinct region where this occurs is around banking deserts, specifically around Native American reservations.

Doing more research into banking deserts and banking obstacles that reservations face, we came up with our solution: physical mobile banking. This would come in the medium of a renovated van that would drive into these reservations and banking deserts to increase customer contact and improve NPS. In these vans, you would be able to create an account, be issued a debit card, receive loans, access an atm, and get financial consultation.

A mockup of our mobile bank

The Bank of Scotland has a similar solution and was used as our proof of concept