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From Feedback to Progress: How BLKB Increases Customer Satisfaction
Initial Situation
Maximizing customer focus is BLKB’s top priority. The bank sought a solution that would allow them to capture customer satisfaction at various touchpoints. At the same time, revenue diversification was another important pillar of their strategy, with the ‘Investment’ area in particular targeted to broaden the earnings base. To achieve these goals, BLKB aimed to take another step forward in digitalization. An internal study in spring showed that word-of-mouth is a particularly effective channel for acquiring new customers. After the internal referral program was discontinued, BLKB recognized the potential to use this proven recommendation channel more efficiently. This led to a clear objective: to implement targeted measures to actively encourage customer recommendations and systematically integrate them into new customer acquisition.
Goal
More and real-time customer feedback
Improvement of customer satisfaction measurement
Generate personal recommendations
Acquisition of new customers
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Activate satisfied customers
Enhancing online reputation through Google reviews
Use of recommendation and feedback solution hypt
After each consultation, private customers from various categories receive a business card with a QR code leading to a short chat interaction with ‘Daniela,’ a friendly BLKB avatar. At a later stage, emails were also sent to customers. Daniela playfully and user-friendly collects anonymous feedback, giving advisors the first opportunity to measure their performance through direct responses.
Satisfied customers are encouraged in the chat to share a recommendation via messenger services like WhatsApp and leave an online rating. Dissatisfied customers can voice complaints directly and optionally forward them to the support team. This way, word-of-mouth marketing is fully covered
Results
84% feedback rate
On average, 84% of customers provided qualitative feedback on the consultation they received.
22% recommendation rate
In addition, 22% of customers were motivated to recommend them.
0.5-star improvement
The average Google rating across all locations increased by 0.5 stars, and at some locations even by up to 1 star.
Feedback and recommendations are collected anonymously in the hypt dashboard, the ‘Hyperspace.’ This enables management to compare location performance in real time and identify opportunities to optimize and enhance customer satisfaction.
Success Story
By implementing hypt, BLKB was able not only to increase customer satisfaction but also to improve internal quality assurance. The positive feedback was recognized by management and directly motivated advisors to reflect on their work and continuously optimize their performance.
Your strongest sales channel has been hiding in plain sight – time to use it
From feedback to reach: ImmoScout24 leverages the voice of the community
