Case Study: leading European retail bank boosts customer experience and sales with Kantar CX programme

Close-the-loop activities proposed by Kantar delivered significant returns on investment for a leading European retail bank

The leading European retail bank sought to develop a customer experience program to improve its commercial impact and better anticipate customer needs. To address this challenge, they partnered with Kantar, which utilized the Qualtrics platform to monitor over 25 elements of the customer journey.

Kantar implemented a program that identified key journey stages and performance strengths and weaknesses. This enabled the bank to execute timely close-the-loop activities, retaining unsatisfied customers and up-selling to satisfied ones. As a result, Kantar helped decrease customer churn by nearly 15%, increase direct sales by over 30% for contacted customers, and achieve a 55% increase in overall ROI from these activities.