Case Study: Handelsbanken achieves real-time customer feedback and deeper sales insights with QuestBack

Handelsbanken - Customer Case Study

Handelsbanken, a customer-focused bank, wanted a more direct and timely way to hear from customers than its annual external survey could provide. Working with QuestBack, it sought a solution to capture real-time feedback on customer experiences and give managers clearer insight into individual employee performance.

QuestBack implemented tools that routed customer feedback directly to the responsible employee and enabled ongoing check-ins instead of yearly surveys. The rollout was quick and supported by expert guidance, and Handelsbanken gained better visibility into sales team performance and customer sentiment, helping employees make improvements based on real customer input.

Handelsbanken

Pirjetta

Communications Manager