Case Study: APS Bank boosts customer satisfaction with HappyOrNot real-time feedback

APS Bank boosts customer satisfaction score by 3 points with real-time feedback

APS Bank, one of Malta’s oldest community banks, needed a scalable way to deliver consistent customer experiences across its 12 branches as it expanded. To better understand customer pain points and make feedback easy for everyone to share, APS Bank turned to HappyOrNot and its Smiley Touch touchscreen kiosk.

With HappyOrNot’s real-time customer feedback and Analytics platform, APS Bank expanded feedback collection from a two-branch pilot to full branch coverage, used alerts to respond quickly to service issues, and shared results on in-branch digital screens to close the loop with customers. The bank increased its Happy Index from 89 to 92, collected an average of 2,500 feedback responses per month, and boosted team morale through quarterly awards for best-performing and most-improved branches.

APS Bank

Scott Lee Holloway

Voice of the Customer Manager