APS Bank has been recently recognised by HappyOrNot for successfully increasing its customer satisfaction score by 3 points, rising from 89 to 92 on the Happy Index, through the implementation of real-time feedback mechanisms. This achievement underscores the Bank’s commitment to delivering exceptional customer experiences.
By deploying HappyOrNot terminals across its 12 branches, APS Bank has been able to gather an average of 2,500 feedback responses per month ensuring a consistently high-quality experience across all branches. This immediate influx of customer insights has empowered the Bank to promptly address concerns and make informed improvements to its services.
Scott Lee Holloway, Head of Customer Experience at APS Bank, commented, “The real-time data collected has not only facilitated swift responses to customer needs but has also boosted team morale by highlighting areas of success and pinpointing opportunities for further enhancement. We have been able to react immediately and continuously improve the experience, putting our customers at the heart of everything we do. The increase in our Happy Index is proof of that.”
