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Milestone in the banking sector: How hypt is the first bank customer to support them on their way to customer enthusiasm
AUSGANGSLAGE
BEKB has set itself the goal of not only satisfying its customers, but also inspiring them as part of its 2025 Strategy. In order to continuously perfect its customer interaction and achieve its goals, BEKB thought about how it could present a current, representative picture of actual customer opinions.
ZIEL
Customer proximity
More up-to-date customer feedback
new customers
Generate personalized recommendations
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exhilaration
Improve customer satisfaction
Einsatz Empfehlungs- und Feedbacklösung hypt
For around a year now, after every consultation at a BEKB location, BEKB customers have received a hypt QR code with a request for brief feedback.
After scanning with a smartphone, Beka, BEKB's likeable avatar, takes over. In a short, playful and therefore very user-friendly chatbot conversation, Beka asks customers for anonymous feedback.
Happy customers are then immediately motivated to send a personal recommendation to friends and acquaintances with just a few clicks via a template for messenger services such as WhatsApp & Co.
Dissatisfied customers (significantly less than 1% of responses) are also given the opportunity to share their experiences by telling Beka about their negative experience and can be contacted by BEKB upon request.
Ergebnis
4,000 QR code scans
Since the introduction of hypt, the QR code has been scanned over 4,000 times and qualitative feedback has been provided.
19% recommendation rate
This resulted in over 700 personal recommendations from BEKB, which corresponds to a recommendation rate of 19%.
50% feedback rate
In the same period, BEKB customers generated over 2,000 qualitative feedback in text form and thus achieved a feedback rate of over 50%.
All data regarding recommendations sent and customer feedback is presented anonymously in the hypt dashboard (the so-called “hyperspace”) and has since then enabled BEKB to evaluate the individual locations and regions on a daily basis and to derive potential for increasing customer enthusiasm from the insights gained.
The feedback also ends up directly in the inbox of the individual financial coaches and gives them the opportunity for the first time to measurably reflect on their work with customers. By making contact immediately after a negative customer experience, the majority of customers were subsequently satisfied or even impressed. Employees therefore also receive numerous positive customer feedback, which has a lasting motivating effect.
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