Design consultancy: M Worldwide
Advertiser: Lloyds Banking Group

Executive Summary

Retail banks the world over are rethinking branch strategies in response to the rise of online banking. Lloyds Bank and M Worldwide have thought of everything that a branch can offer for a totally new flagship concept in Manchester.

The results are testament to the flagship's effectiveness for customers in terms of service levels, design, overall experience, and ultimately helping Manchester prosper. What's even more remarkable is that this was accomplished with virtually no additional marketing support.

Highlights include:

  • Net Promoter Scores perform +24% better than comparable city centre branches within the Lloyds Bank estate.
  • Net Promoter Scores for Lloyds Manchester grew by +18% YoY.
  • Enquiry wait and counter wait reduction targets were surpassed.
  • Deposits at Immediate Deposit Machine went up more than the objective.
  • Business Hub gains momentum with 60% more users than expected.