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Measuring service quality internally & externally: How AKB strengthens its customer advisory center with hypt using a data-driven approach
Initial Situation
Aargauische Kantonalbank (AKB) stands for personal advice and close customer relationships. However, their customer advisory center previously lacked a structured way to systematically and promptly capture feedback from customer conversations to derive concrete improvements. AKB sought a solution to better measure the quality of their phone consultations and gain direct insights into both customer satisfaction and potential areas for improvement.
Goal
Enable ongoing quality assurance in the customer advisory center
Instead of sporadic feedback, customer feedback should be collected continuously – immediately after each conversation.
Systematically collect Net Promoter Score (NPS) data
The introduction of NPS was intended to make customer satisfaction comparable across time periods and teams.
Improve public reputation on Google
Satisfied customers should be able to share their feedback not only internally but also externally
Use of recommendation and feedback solution hypt
With hypt, AKB opted for an automated solution that seamlessly integrates into daily workflows. The process was clearly defined and easy to implement: after each call, customer advisory center staff asked customers for permission to send a short survey via email or SMS.
The chatbot guided customers through an interactive flow – from overall satisfaction with the call, to resolution of their issue, to likelihood of recommending the service (NPS).
At the end, satisfied customers were additionally invited to leave a public Google review.
For management and team leaders, the results were clearly visualized in the hypt dashboard – in real time and filterable by time period, team, or channel.
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Results
1,000 qualified feedback responses in just three months
A clear proof of the solution’s acceptance – and a solid data foundation for evaluating service quality.
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Transparent overview of customer satisfaction
Customer satisfaction could be measured continuously for the first time and analyzed by team or time period.
+0.7 stars thanks to 130 new positive reviews
The qualitative work in the customer advisory center pays off and was made visible online.
With the introduction of hypt, AKB transformed its customer advisory center into a data-driven, learning service area. Instead of relying on subjective assessments, measurable insights are now at the core – covering customer satisfaction, the quality of conversations, and actual problem-solving ability.
For management, this means better control. For team leaders, more targeted coaching. And for staff, greater transparency and recognition for good work.
Additionally, customer satisfaction was made sustainably visible online, creating a competitive advantage over lower-rated banks.
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