Case Study: BinckBank improves customer experience with Hello Customer

Offering the perfect mix of digital and human services thanks to customer feedback

BinckBank, part of Saxo Bank, needed to keep improving its digital investment experience while balancing automation with the human touch. As the bank moved through a transition to Saxo Bank, it wanted to understand how customers experienced the change, proactively optimize processes, and break down internal silos so every team stayed focused on the customer. To do this, BinckBank used Hello Customer to gather feedback throughout the customer journey and during new project development.

With Hello Customer, BinckBank collected high-response customer feedback through surveys, clickable mock-ups, and ongoing measurement before and after major changes. The bank used these insights to adjust communication, improve layouts and processes, and involve stakeholders such as legal, compliance, and executive teams earlier in the journey. Hello Customer helped BinckBank achieve an average response rate of 8% and peaks of 20%, generating thousands of responses, while supporting consistently high NPS and more targeted improvements based on statistically relevant feedback.

BinckBank

Anne-Laura

Janssens Marketing Strategy Manager