Case Study: Banregio improves branch-level customer experience with Feedbackly

Banregio - Customer Case Study

Banregio, a fast-growing Mexican bank focused on SMEs and entrepreneurs, wanted to stand out by improving customer experience at the branch level. To do this, the bank needed measurable KPIs and real-time visibility into customer feedback across the full journey, but it lacked a multichannel survey system and had too little feedback to make reliable decisions.

Using Feedbackly’s multichannel customer feedback software, Banregio implemented branch feedback terminals, SMS, and email surveys in one dashboard to monitor KPIs and gather more real-time data. With Feedbackly, the bank increased response rates to 12% and gained more accurate, up-to-date insights that helped it take new actions and improve service and customer attention at branches.

Banregio

José Enrique Treviño Cervantes

Innovation Director