Case Study: Riyad Bank achieves 25% higher NPS with Verint Experience Management

Riyad Bank increases NPS by 25% with Verint Systems

Riyad Bank, one of the largest financial institutions in Saudi Arabia, faced a challenge in scaling its customer feedback collection. The bank relied on a manual, phone-based survey process conducted by agents, which was prone to human error and bias and could not be expanded to cover all customer touchpoints. To modernize its approach and gain deeper customer insights, Riyad Bank turned to Verint and implemented its Experience Management solution.

By deploying Verint Experience Management, the bank automated its feedback capture across multiple channels, enabling real-time data collection and analysis. This solution provided comprehensive analytics and dashboards that allowed the bank to immediately understand customer sentiment and take action. The results were significant, including a 25% increase in its Net Promoter Score, a 50% reduction in customer loan application process times, and the completion of over 200,000 surveys annually. Verint's implementation also led to major cost savings and award-winning customer service recognition for the bank.

Riyad Bank