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Financial Services / FinTech · Sales · Retail Banking

Branch NPS OKR Tracker Template

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OKR Tracker

Branch NPS OKR Tracker

Sales · Retail Banking

0.47

Overall Score

O1

Raise branch customer loyalty

47%
KR1.1On Track

Increase branch Net Promoter Score from 40 to 50

Owner

Owner

Target

Increase branch Net Promoter Score from 40 to 50

Progress

47%
KR1.2On Track

Increase share of customers rating banker advice as helpful from 70% to 80%

Owner

Owner

Target

Increase share of customers rating banker advice as helpful from 70% to 80%

Progress

47%
KR1.3On Track

Increase customer referrals from promoters from 150 to 200

Owner

Owner

Target

Increase customer referrals from promoters from 150 to 200

Progress

47%
O2

Close the loop with unhappy customers

47%
KR2.1On Track

Increase share of detractors contacted within two days from 60% to 70%

Owner

Owner

Target

Increase share of detractors contacted within two days from 60% to 70%

Progress

47%
KR2.2On Track

Reduce hours to resolve branch complaints from 70 hrs to 40 hrs

Owner

Owner

Target

Reduce hours to resolve branch complaints from 70 hrs to 40 hrs

Progress

47%
KR2.3On Track

Increase detractors who improve their score on resurvey from 20% to 30%

Owner

Owner

Target

Increase detractors who improve their score on resurvey from 20% to 30%

Progress

47%
O3

Make every branch visit easy and quick

47%
KR3.1On Track

Reduce average lobby wait time from 15 min to 5 min

Owner

Owner

Target

Reduce average lobby wait time from 15 min to 5 min

Progress

47%
KR3.2On Track

Increase share of appointments started on time from 75% to 85%

Owner

Owner

Target

Increase share of appointments started on time from 75% to 85%

Progress

47%
KR3.3On Track

Increase first-visit resolution rate from 70% to 80%

Owner

Owner

Target

Increase first-visit resolution rate from 70% to 80%

Progress

47%
  • O1: Raise branch customer loyalty KR1.1: Increase branch Net Promoter Score from 40 to 50 KR1.2: Increase share of customers rating banker advice as helpful from 70% to 80% KR1.3: Increase customer referrals from promoters from 150 to 200
  • O2: Close the loop with unhappy customers KR2.1: Increase share of detractors contacted within two days from 60% to 70% KR2.2: Reduce hours to resolve branch complaints from 70 hrs to 40 hrs KR2.3: Increase detractors who improve their score on resurvey from 20% to 30%
  • O3: Make every branch visit easy and quick KR3.1: Reduce average lobby wait time from 15 min to 5 min KR3.2: Increase share of appointments started on time from 75% to 85% KR3.3: Increase first-visit resolution rate from 70% to 80%

What is branch NPS?

How likely branch customers are to recommend you.

Branch NPS, or Net Promoter Score, asks customers how likely they are to recommend the bank on a zero to ten scale. It subtracts the share of detractors from promoters, so every branch visit counts.

Branch NPS OKRs turn that feedback into quarterly goals. Detractors contacted within two days and first-visit resolution rate, for example, each get a measurable target and a named owner.

Why track branch NPS with OKRs?

Earn promoters, fix problems fast, and make every visit easier.

Earn more promoters

NPS, helpful advice ratings and promoter referrals show whether branch visits build lasting loyalty.

Close the loop fast

Detractor calls, faster complaint fixes and resurvey gains turn unhappy customers into second chances.

Make visits effortless

Shorter waits, on-time appointments and first-visit resolution show whether branches respect every customer's time.

What you'll get in this template

The real difference your team will see.

  • Customers who leave the branch ready to recommend you to friends and family.
  • Unhappy customers hear back quickly, before a bad visit turns into a lost account.
  • One shared view of loyalty, complaint follow-up and wait times for every branch.

How to use this template?

Four simple steps to a live quarterly plan.

  1. 1

    See the example

    Check Sheet 1 to see how it works.

  2. 2

    Add your goals

    Fill in Sheet 2 with your objectives and key results.

  3. 3

    Update weekly

    Enter your latest numbers each week.

  4. 4

    Track your score

    Progress and status update on their own.

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