Case Study: Santander Bank boosts customer satisfaction with Startquestion

Santander Bank - Customer Case Study

Santander Bank Poland, the second largest bank in the country, sought a fast and effective method to collect regular customer and employee feedback to measure satisfaction and improve its services. The challenge involved gathering quantitative data on the usability of its online banking tools and gaining insights to prioritize changes. To address this, the bank chose to implement online surveys using the Startquestion platform.

Startquestion provided an intuitive and flexible tool for creating various online surveys, including those measuring Net Promoter Score (NPS) and Customer Effort Score (CES). The solution enabled the bank to gather crucial feedback, which led to a direct boost in customer satisfaction, allowed for a change in improvement priorities, and made the website more intuitive. The collected data, especially from open-ended comments, provided valuable tips for new features and service improvements, helping Santander Bank Poland in its mission to become the best retail and business bank.

Santander Bank

Krzysztof Gabruk

Customer Experience Chapter Leader