Case Study: Riyad Bank achieves 25% NPS increase with Verint Systems

Riyad Bank increases NPS score by 25% with Verint

Riyad Bank, one of Saudi Arabia’s largest financial institutions with over 5,200 employees and a nationwide branch and ATM network, wanted to move beyond phone-based Net Promoter Score (NPS) interviews to gain deeper, scalable customer insight. Prior to 2017 the bank relied on eight agents conducting ~3,000 monthly phone surveys, a process that was time-consuming, prone to interviewer bias, hard to scale across touchpoints and produced a very low response rate.

The bank implemented Verint Experience Management to automate feedback capture across channels, align responses with customer data in real time, and power dashboards and a detractor-recovery program. As a result Riyad Bank increased its NPS by 25%, grew to more than 200,000 surveys annually (about 120,000 NPS), raised response rates from 1% to 8%, cut customer loan application times by around 50%, redeployed staff, and rolled the solution out across dozens of projects and hundreds of users.

Riyad Bank

Khalid Alkhudair

Chief Executive Officer