3 point
increase in the Happy Index from 89 to 92
2500
average feedback responses collected per month
Boost
team morale with quarterly awards for best-performing and most-improved branches
Complete
coverage in all 12 branches
Understanding APS bank’s community-centric approach
APS Bank, one of Malta’s oldest banks, has served the community for over 100 years. Its mission is to make banking more straightforward and personal while driving social, economic, and environmental progress.
As the Bank expanded its services, it recognized the importance of delivering consistent, high-quality customer experiences and the need for a real-time tool to achieve this.
Overcoming challenges with scalable solutions for seamless service
APS Bank needed a way to ensure consistency across branches and to understand specific customer pain points. Additionally, due to the rapid growth of the Bank in recent years, APS required scalable CX tools.
APS also wanted to make it easy for all customers to leave feedback without overwhelming them.
Effortless customer feedback powering real-time improvements
In 2022, APS Bank turned to HappyOrNot to capture real-time customer feedback. They started with a pilot scheme of Smiley Touch touchscreen kiosk in two branches and expanded to all branches later that year due to the significant value they saw in increased customer insights and improved branch-level performance. The Smiley Touch devices provide an easy and accessible way for customers to share feedback, allowing non-digital users to also be heard.
“Our customers genuinely enjoy sharing their feedback, and we carefully monitor their satisfaction levels. The HappyOrNot solution enables us to keep a close eye on one of our most critical touchpoints – our branch network.” said Scott.
HappyOrNot’s Analytics reporting platform enables APS Bank to visualize their satisfaction performance, streamlining the feedback processing. This allowed their team to see how each branch’s performance ranks and to make informed decisions for improvement based on real-time customer satisfaction data.
The data insights also provide APS Bank with industry benchmarking against other financial institutions, made possible through the immense feedback volume that HappyOrNot collects worldwide across all industries, giving APS Bank valuable context for its satisfaction scores and confidence in their benchmarking performance results.
“The solution allows us to benchmark against other providers in our sector, offering valuable perspective and serving as a useful tool to identify areas for improvement and drive meaningful change,” shared Scott.
Insights that drive action: industry benchmarking and demographic targeting
Since implementing HappyOrNot, APS Bank has seen substantial improvements in customer satisfaction. They successfully increased their customer satisfaction score (Happy Index) from an already strong 89 to an impressive 92 by implementing improvements based on the feedback insights.
Examples of the initiatives taken were expanding the feedback program to all branches and engaging staff through quarterly awards to boost team morale and incentivize top performance.
Similarly, HappyOrNot’s real-time alerts (communication and incident notification app) have allowed the bank to quickly react to sudden drops in performance, ensuring swift corrective action. This feature has been crucial for APS Bank’s Voice of the Customer/Customer Experience team to track service levels and maintain high standards.
To cultivate transparency and demonstrate their commitment to meeting customer needs, APS Bank uses digital screens to display their HappyOrNot customer satisfaction results.
This open approach builds trust and promotes continued engagement with their customers, as they can see firsthand how their feedback contributes to ongoing improvements at the Bank.
“We proudly showcase the results on our in-branch digital screens, it’s a way of closing the loop with our customers, showing them that their feedback is listened to and valued,” told Scott.
About APS Bank
APS Bank is a community bank in Malta with over a century of service. Today, it operates twelve branches, providing personal, business, and investment services. APS Bank is committed to social, economic, and environmental progress, prioritizing customer satisfaction through real-time feedback collection.
For more information, visit the APS Bank website.