Case Study: EQ Bank increases customer trust by 8% with Adoreboard

EQ Bank increases customer trust by 8% with Adoreboard

EQ Bank, Canada's Challenger Bank, faced the challenge of manually analyzing thousands of customer feedback comments, a process that was too time-consuming to effectively extract insights for improving their digital customer experience. They partnered with Adoreboard and its AI platform for text and emotion analysis to automate this process and gain prescriptive insights.

By implementing Adoreboard's solution, EQ Bank was able to automatically quantify emotional intensity in feedback to track a Trust Metric. This resulted in an 8% increase in that trust score and a predicted 5% increase in its Net Promoter Score. The bank also achieved a 95% reduction in manual analysis, allowing them to translate customer findings into discernible business results faster than ever.

EQ Bank