Most community banks and credit unions only learn a user has left their primary relationship after the direct deposit is already gone. By then, it's too late. Narmi's new Primacy Score changes that by giving FI staff a clear, data-driven signal of relationship depth for every consumer user in Command, before a single account gets closed.
Primary bank users hold more products, generate more revenue, and tend to stay far longer than peripheral accountholders. Yet for most community institutions, identifying which customers actually consider them their primary bank has required gut feel, manual transaction review, or expensive data science infrastructure that simply isn't available outside the largest national players. The data was sitting in Narmi Command the whole time; it just needed to be turned into an actionable signal.
Primacy Score surfaces directly on the Command customer profile page and dashboard as a single, interpretable number. Behind it is an internally developed behavioral model that analyzes approximately 19 signals, including transaction volume and frequency, login activity, and broader engagement patterns, to quantify the likelihood that a given consumer will continue to bank with the FI.
Narmi's finance team conducted original research, including a user survey, to identify which behavioral indicators correlate most strongly with primacy. That research is what underpins the model to establish what constitutes a deeply engaged versus at-risk relationship.
Consider a relationship banker who opens a customer profile and sees that a long-tenured member's Primacy Score has dropped significantly over the past two months. Without Primacy Score, that trend would have been invisible until the customer called to close their account. Now, the banker can initiate a personalized outreach call, offer a targeted savings rate promotion, or surface a relevant product recommendation, all before the relationship erodes.
Primacy Score is released in tandem with Narmi’s new Snapshot widget, which gives staff an at-a-glance view of a customer's login recency and account activity alongside the score. Together, they reduce the time staff need to build context during a customer interaction, and they give any team member, whether in a branch or on a relationship banking call, the same quality of insight without needing to run manual reports or dig through transaction histories.
Large national banks and fintechs have been competing for primary relationships with sophisticated data science tools for years. With Primacy Score, community banks and credit unions get that same relationship intelligence natively inside Narmi Command, no external CRM, no dedicated data team, and no waiting until a customer walks out the door to find out they were already gone.
