Case Study: Royal Bank of Canada achieves deeper customer insights into root causes of dissatisfaction with Keatext

Katext's Ai Data Analysis of Client Reviews Shows Why RBC Customers Might Not Be as Satisfied as the Banking Giant Thinks They Are

Royal Bank of Canada faced rising customer expectations and questions about the in-branch experience; to understand what clients were actually saying, Keatext applied its AI text analysis tool to 1,193 public reviews (1,739 comments) from Google Reviews and ConsumerAffairs covering 2005–2018, capturing candid, verbatim feedback on branches, digital channels and service interactions.

Keatext’s analysis found sentiment skewed negative (1,189 problem comments vs. 455 praises) and low channel ratings (2.8/5 on Google, 1.09/5 on ConsumerAffairs), and prioritized issues such as customer service and staff, transaction speed, interest-rate complaints, call-centre problems and website reliability. Keatext delivered these actionable insights so RBC can target CX initiatives, prioritize fixes and track improvements that can measurably affect operations and revenue.

Royal Bank of Canada