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Making service quality measurable internally & externally: How AKB is using hypt to strengthen its customer advice center based on data
AUSGANGSLAGE
Aargauische Kantonalbank (AKB) stands for personal advice and customer service. But until now, the customer advice center has lacked a structured way to systematically and promptly collect feedback from customer meetings in order to derive concrete improvements from this. AKB was looking for a solution to make the quality of their telephone advice more measurable and to experience both satisfaction and potential for improvement first-hand.
ZIEL
Enable ongoing quality assurance in the customer advice center
Instead of selective feedback, customer feedback should be collected continuously — right after the conversation.
Systematically collect Net Promoter Score (NPS)
The introduction of NPS should help to make customer satisfaction comparable across time periods and teams.
Improve public reputation on Google
Satisfied customers should share their opinions not only internally but also externally.
Einsatz Empfehlungs- und Feedbacklösung hypt
With hypt, AKB opted for an automated solution that can be seamlessly integrated into everyday working life. The process was clearly defined and easy to implement: After the interview, customer service center employees asked customers for permission to send them a short survey via email or text message.
The chatbot guided customers through an interactive process with questions — from the overall satisfaction of the call to the resolution of the issue and the likelihood of a recommendation (NPS).
In the end, satisfied customers were also asked for a public rating on Google.
For management and team leaders, the results were clearly visualized in the HYPT dashboard — in real time, filterable by period, team or channel.
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Ergebnis
1,000 qualified feedback in just three months
Clear proof of acceptance of the solution — and a solid database for evaluating service quality.
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Transparent overview of customer satisfaction
For the first time, customer satisfaction could be measured continuously and differentiated according to teams or time periods.
+0.7 stars thanks to 130 new positive reviews
The high-quality work in the customer advice center pays off and was made visible online.
With the introduction of hypt, AKB has transformed its customer advice center into a data-driven, learning service area. Instead of relying on subjective assessments, the focus today is on measurable findings — about satisfaction, the quality of conversation and actual problem-solving skills.
For management, this means better control. For team leaders: more targeted coaching. And for employees: more transparency and recognition for good work.
In addition, satisfaction was made visible online in the long term and thus led to a competitive advantage over lower-rated banks.
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