A leading Caribbean financial group operating across three countries, providing investment, lending, and member services through a multi-country branch network. The group holds itself to an internal service standard of 15 minutes or less of client wait time — a benchmark its brand is built on.
Banking
How a Caribbean Financial Group Lifted NPS by 11 Points and Cut Branch Wait Times
A leading Caribbean financial group deployed Frontlion's in-person service platform across branches in three countries, replacing manual wait measurement with real-time visibility. Net Promoter Score rose 11 points, wait times fell by up to 23%, and a survey-and-follow-up loop turned at-risk clients into retained ones.
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~11pts
NPS increase
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+8pts
Customer satisfaction increase
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23%
Wait time reduction
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30
Locations across three countries
What Leaders Say
Who They Are
Customer Snapshot
Countries
3
Service Standard
15 min or less wait
Network
Multi-country branches
The Problem
The Challenge
The group is known for exceptional service, but wait time was tracked manually on spreadsheets and reported only at the end of the month or quarter — far too late to act on. Clients had no way of knowing where they stood in line, and leadership had no real-time view of service across the network. For an organization whose reputation rested on service, lagging quarterly data was close to useless.
- Wait time tracked manually on spreadsheets — quarterly reporting, not real-time
- No client-visible place-in-line or projected wait
- Lagging data made it impossible to recover individual service failures
- No centralized visibility across countries and branches
The Decision
Why Frontlion?
The group evaluated several providers and selected Frontlion for four reasons it has since named explicitly: responsive remote support, a depth of reports and dashboards they had never had, ease of deployment (described as plug-and-play), and centralized visibility across all branches and countries.
Responsive Support
Remote access to resolve issues without routing every request through internal IT.
Reporting Depth
A depth of dashboards the group had never seen in a demonstration.
Ease of Deployment
Described as plug-and-play — kiosks arrived and were live the same day.
Cross-Branch Visibility
Centralized branch-by-branch visibility across three countries from a single view.
How It Works
The Solution
Frontlion deployed its in-person service platform across the group’s branches in all three countries, replacing manual measurement with real-time client flow and centralized visibility. Clients check in by kiosk in English or Spanish and receive a text link to view their place in line while they wait wherever they choose.
Deployment
How the Rollout Worked
1
Multi-Country Deployment
2
Branch Ambassador Program
3
Survey & Follow-Up Loop
Impact
Operational Challenges Solved & Results
The central operational change is the move from lagging, manual measurement to real-time, network-wide visibility — and then to action built on it. NPS rose 11 points, customer satisfaction and engagement rose 8 points, and wait times fell by up to 23%, moving most branches below the 15-minute service standard.
+11 pts
NPS Increase
Net Promoter Score rose 11 percentage points across the network.
+8 pts
CSAT Increase
Customer satisfaction and engagement increased by 8 percentage points.
up to 23%
Wait Time Reduction
Wait times fell by up to 23%, moving most branches below the 15-minute SLA.
✓
Service Recovery Loop
Daily reports + next-day manager calls turned at-risk clients into retained ones.