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Milestone in the Banking Sector: How hypt Supported BEKB as Its First Banking Client on the Path to Customer Delight
Initial Situation
BEKB set out to not only satisfy its customers but, as part of its 2025 strategy, to truly delight them. To continuously optimize customer interactions and achieve this goal, BEKB considered how to capture a current and representative picture of genuine customer opinions. A recommendation rate of 5% was set as the target. In addition, the following benefits should be achieved:
Goal
Customer proximity
More real-time customer feedback
New customer acquisition
Generate personal recommendations
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Delight
Improve customer satisfaction
Use of recommendation and feedback solution hypt
For about a year, BEKB customers have been given a hypt QR code after each consultation at a BEKB branch, inviting them to provide brief feedback.
After scanning the QR code with their smartphone, Beka, BEKB’s friendly avatar, takes over. Beka guides customers through a short, playful, and highly user-friendly chatbot conversation to collect anonymous feedback.
Happy customers are then directly encouraged to send a personal recommendation to friends and acquaintances with just a few clicks, using templates for messenger services like WhatsApp and others.
Unhappy customers (significantly less than 1% of responses) also have the option to share their experience by telling Beka about their negative encounter and can request to be contacted by BEKB if desired.
Results
4,000 QR code scans
Since the introduction of hypt, the QR code has been scanned over 4,000 times, generating qualitative feedback.
19% recommendation rate
This has resulted in over 700 personal recommendations for BEKB, corresponding to a 19% recommendation rate.
50% feedback rate
During the same period, BEKB customers submitted over 2,000 qualitative text feedbacks, achieving a feedback rate of more than 50%.
All data regarding sent recommendations and submitted customer feedback is displayed anonymously in the hypt Dashboard (the so-called “Hyperspace”), allowing BEKB to analyze individual branches and regions in real time and to identify opportunities to enhance customer delight.
Additionally, the feedback is sent directly to the inboxes of the individual financial coaches, giving them the first opportunity to reflect on their customer interactions in a measurable way. By contacting customers immediately after a negative experience, the majority were subsequently satisfied—or even delighted. Employees also receive numerous positive customer comments, providing lasting motivation.
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