Case Study: a UK banking group improves customer satisfaction with Savanta

UK banking group improves customer satisfaction with Savanta’s 36 interviews

The customer, a UK banking group, experienced a decline in satisfaction scores among a key customer segment following the launch of a new service model. They partnered with the vendor, Savanta, to conduct research to uncover the reasons for this drop and to identify areas for improvement.

Savanta conducted a series of 36 qualitative, in-depth interviews with business banking customers. The findings revealed the reasons for lower satisfaction and identified clear needs for improvement. To bring these insights to life, Savanta's in-house design team created a compelling video reel of customer testimonials. The research was directly implemented into the client's annual strategy and shared widely with stakeholders.