Case Study: Bank Austria builds the "Bank of the Future" with QuestBack

Bank Austria builds the “Bank of the Future” with Questback’s feedback platform

Bank Austria, part of the UniCredit Group and serving over 1.6 million private and 90,000 corporate customers through hundreds of branches, faced a rapidly changing banking landscape: greater regulatory scrutiny, shifting digital customer expectations and a need to rebuild trust. To redesign its branch network and make customer- and employee-led decisions, the bank set out to better gather and integrate frontline insight into strategy, products and services.

To do this Bank Austria launched two large-scale online communities powered by Questback’s Enterprise Feedback Suite, inviting customers and employees to share ideas via discussions, surveys and polls. In just over two years the communities engaged about 7,000 participants, generated more than 600 articles and over 16,000 completed feedback surveys, and directly influenced changes such as branch reception redesigns, new online/mobile features and a refined customer promise—boosting customer trust, employee engagement and the bank’s reputation for innovation.

Bank Austria

Martin Gölles

Head of the Customer Intelligence & Market Research Department