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

Restore customer satisfaction at a digital bank

Last updated 2026-07-29

What is this case about?

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

Where strong candidates start

• Journey diagnosis
• Prioritization of fixes

More cases

• Family-Owned Conglomerate Digital Transformation
• Premium Coffee Chain Entering Saudi Arabia
• Set a climate strategy
• Support a cloud migration tied to ERP modernization
• Measure and improve ROI from GenAI pilots in financial services