BCG · Financial services / digital · Intermediate · 25-35 min

Restore customer satisfaction at a digital bank

Restore customer satisfaction at a digital bank is an intermediate BCG financial services / digital case interview that runs 25-35 min. Diagnose the drivers of weak satisfaction and propose the smartest next moves. A strong answer works through 3 phases: Journey diagnosis; Prioritization of fixes; Value of better retention and NPS.

Last updated 2026-09-05

The brief

A digital bank has fallen in customer satisfaction rankings and wants to get back into the top three.

How to approach it

  1. Journey diagnosis
  2. Prioritization of fixes
  3. Value of better retention and NPS

What a strong answer does

  • Diagnose the drivers of weak satisfaction and propose the smartest next moves.
  • A strong answer should show how to separate service pain points, product gaps, and economics of improvement.

Practice drills

  • Create a customer issue tree.
  • Prioritize fixes by impact and feasibility.
  • Recommend a 90-day and 12-month plan.

Why this case

BCG lists this on its official case interview preparation page.

Adapted from BCG prep quiz: Restore customer satisfaction (official sample).

Cases are written in each firm's style, written and reviewed by working consultants; they are not the firms' own published cases.

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