Case Study: Saxo Bank boosts customer feedback and satisfaction with Hello Customer

Saxo Bank boosts survey response rates to 8–20% with Hello Customer

Saxo Bank, one of Belgium's largest investment banks, faced the challenge of digitizing its services while maintaining a human touch, ensuring a smooth transition from its previous brand, BinckBank, and breaking down internal departmental silos. They needed a way to gather robust customer feedback to guide these initiatives and adopted the Hello Customer platform to achieve this.

Using Hello Customer, Saxo Bank implemented a solution that involved gathering customer feedback from the earliest design stages of a project through post-launch surveys. This allowed them to make real-time tweaks, steer a major rebranding transition, and share insights horizontally across all departments. The vendor's solution delivered measurable results, including survey response rates of 8-20%, yielding thousands of statistically relevant responses, and maintaining a high industry NPS.

Saxo Bank