Case Study: Riyad Bank achieves significant customer experience gains and 50% faster loan processing with Verint Systems

Riyad Bank achieves significant improvement in customer experience with Verint

Riyad Bank, one of Saudi Arabia’s largest financial institutions, needed better customer experience insight than its phone-based Net Promoter Surveys could provide. Relying on eight agents to run about 3,000 monthly phone surveys produced biased, low-quality data and a tiny 1% response rate, making feedback collection unscalable across customer touchpoints.

The bank implemented Verint Enterprise Feedback Management as a SaaS solution—mobile-optimized surveys, real-time analytics, and automatic case creation to close the feedback loop without IT intervention. Results included a 267% increase in completed NPS surveys (from 3,000 to 11,000/month), more than 100,000 surveys completed since launch, a rise in response rate from 1% to 5%, a 50% reduction in personal loan application time, and eight staff redeployed to other roles.

Riyad Bank

Peter Halsor

Chief Customer Experience Officer