Case Study: PZU Group cuts website frustration by 70% with CUX

PZU Group cuts frustration by 70% in 4 months with CUX

PZU Group, one of the largest financial institutions in Central and Eastern Europe, faced challenges with its website's underperforming key areas. Despite using quantitative analytics, the team lacked insight into user behavior and the reasons for drop-offs, leaving them to consider a lengthy and ineffective trial-and-error approach to improvements. They turned to the vendor CUX and its digital experience analytics platform to gain meaningful behavioral context.

Using CUX's features like heatmaps, session recordings, and Conversion Waterfalls, the team identified and addressed specific usability issues. This data-driven approach led to significant results: a 13x increase in clicks to the "My PZU" page, a 2.5x increase in contact form submissions, and a 70% reduction in user frustration. CUX enabled PZU to shorten its optimization process from an estimated year to just four months, achieving immediate and measurable improvements.

PZU Group