A Leading African Multinational Bank Enhances Customer Satisfaction by 80% with QualityKiosk’s CX Monitoring and Assessment Solution
By Amogh Bankar 
A Leading African Multinational Bank Enhances Customer Satisfaction by 80% with QualityKiosk's CX Monitoring and Assessment Solution
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Overview
One of the largest African multinational banks, offering personal, business, private, and corporate banking services, wanted to optimize its new digital application’s performance and user journeys for its millions of customers.
Challenges
Need for Performance and CX Insights
Required visibility into current performance and customer experience metrics to identify optimization areas.
Unavailability of Specialized Resources (IT)
Needed expert resources for application performance, UX, business performance mapping, data analysis, quality assurance, and user journey monitoring
Platform-specific Testing
Aimed for consistent UX across major mobile and web platforms, necessitating testing of complex user journeys and timely issue resolution.
Our Key Strategies
CX Baselining
Analyzed customer user journeys to improve application performance and CX, enhancing customer engagement.
Omnichannel Testing
Tested the application on real devices to optimize performance and ensure consistent experiences across digital channels.
Design Framework
Created a design framework to address pain points, benchmark performance, analyze features, improve UX metrics, and boost customer satisfaction, conversions, and engagement.
Successful Outcomes
1
Enhanced customer satisfaction rates of over 80%
2
Increased transaction speeds and success rates
3
Enhanced ease of navigation
4
Improved end-user issue resolution rate
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