Case Study: Bankia achieves 3-minute average wait and faster, more satisfying customer service with Qmatic

Bankia introduces the speedy customer service initiative in its new Ágiles branches

Bankia, created in 2010 from a merger of regional banks, launched new Ágiles branches to offer extended-hours, accessible banking and needed a way to deliver fast, satisfactory service and manage waiting times. To meet that challenge Bankia partnered with Qmatic, aiming to make the Ágiles outlets truly agile and customer-friendly.

Qmatic performed an audit and implemented the Qmatic Solo platform with self‑service kiosks and a business intelligence unit to monitor and optimize flow and waiting times. Qmatic’s solution lets staff actively manage queues and keeps customers informed of wait times, cutting average waiting time in Ágiles branches to 3 minutes versus the sector average of 8 minutes and delivering improved customer experience and more efficient employee time management.

Bankia

Sergio de Miguel

Director