Better customer satisfaction and sales for Bank of New Zealand

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Bank of New Zealand is one of New Zealand's big four banks.

“We got an improvement in customer satisfaction, and that was measured through NPS (Net Promoter Score).

“The other measure that improved was sales results. We were connecting better with customers. We were having better customer conversations. We were really customer centric.

“Other results are that we were smarter about how we inducted people, smarter around our recruiting, and also had better coaching and training, because we incorporated all of this work into those things for long-term.”

“When we implemented BravaTrak, sales performance doubled within 4 months. The Bank’s key indicator, sales leads per full-time equivalent staff member, increased by 15% on the pre-intervention average within the first month. In the second month the increase was 45%. Within 3 months, it was 64% and in the fourth month it was 123%.

“We received a full Return on Investment within 3 months.

“Specialist sales training had been provided for the Bank’s 350 call centre operators, and we had a sales management system in place. Processes were in place for staff to handle customers’ initial needs and to develop “adding value” conversations. The only problem was that these conversations were not being managed or coached, which was solved when we put BravaTrak in place – it really works well with the sales training we have, and helps ensure our staff consistently use the right sales behaviours.

“This is about an ongoing process of improvement, not something like a sales course where you forget a lot of what you learn. When our managers use the Sales Leadership conversations, it motivates our sales people to achieve the results we want, and it has built up a culture of success.

“If your sales are down, BravaTrak can bring you a massive improvement. If you’re already up there in your sales results and you think you’re doing pretty well, I can almost guarantee they will enable you to raise the bar even further.”

“Now the critical sales behaviours are embedded in how we do business. Previously, managers found their staff were not applying them consistently. My advice to other organisations considering using BravaTrak? Just do it. It’s great. It works really well.”