Retail Banking — Brand spotlight: Alpha
Alpha’s NPS verbatims cite faster issue resolution.
CXBI MONTHLY REPORT
T&H CX > CXBI Monthly Reports > Retail Banking > September 2025
Headline movements reflect steady gains in checkout UX and fewer delivery incidents. Value remains stable with mild price pressure.
Convenience outperforms prior month; Trust lags slightly vs category peers.
Driver share is rebalancing toward Value as price sensitivity rises.
Trend has been positive since May with a shallow mid-winter dip.
Brands with the largest positive/negative monthly shifts.
Alpha’s NPS verbatims cite faster issue resolution.
Beta’s gains came from proactive outage comms.
Upgraded forms and fewer redirects cut errors by 18%.
New SLAs decreased late deliveries by 11%.
First-contact resolution improved by 7% with better routing.
Deeper analysis shows onboarding friction disproportionately impacts new-to-category customers.
Upgraded forms and fewer redirects cut errors by 18%.
New SLAs decreased late deliveries by 11%.
First-contact resolution improved by 7% with better routing.
Regional customers saw the largest reduction in friction points.
Missed deliveries remained the top churn trigger.
Predictability continues to correlate with retention.
CXBI aggregates real customer signals across public and first-party sources, normalised to a common taxonomy of drivers (Value, Quality, Service, Convenience, Trust). Scores are indexed to a rolling 12-month baseline and reported monthly with MoM and YoY deltas. See our full methodology for sampling, weighting, exclusion rules, and confidence intervals.
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