Take a plunge with Budapest Bank into a new insight pool

 

Case Study

Overview

Budapest Bank have been keeping a close eye on customer satisfaction for a long time: with the help of a tracking survey, they are asking clients every month about experience with the bank’s services, continuously learning from feedback. However, coding survey answers has always taken them longer than they would have liked, so they decided to find a better, digital solution to upgrade their CX research. Based on the tender they had put out in 2019, Budapest Bank started cooperating with Neticle in January 2020. Neticle’s customer satisfaction management tool Zurvey.io is at the heart of the cooperation, with the results integrated into Microsoft Power BI.

 

Challenge

The tracking survey that Budapest Bank uses to measure client satisfaction is sent out to thousands of customers every month via eDM – the recipients are statistically representative of the bank’s whole clientele. Roughly 1000 answers are collected monthly, which used to mean that a mid-senior colleague and a few interns would work on coding every month for 2 whole days, adding up to more than 40 working hours.

 

Read the case study if you want to know…

  • how saving these working hours is possible with automated feedback analysis;
  • how Natural Language Processing helps the understanding;
  • how Zurvey.io's Power BI integration supports precise KPI tracking of customer experience.

 

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Learn more about how your company should benefit from measuring employee satisfaction, too.

Auchan

“I love working with Zurvey.io, it instantly gives me a clear overview of our customers’ feedback. Neticle’s expert analyses save the Market Research Department significant amounts of time, since they give us sharp, definite recommendations about the areas we need to improve. We integrate these into our strategic decisions in order to further improve our customers’ shopping experience.”

Erika Szilágyi Head of Market Research

Raiffeisen

“As a CX leader, I thrive in collecting, analysing and extracting insights from customer feedback. Neticle, with their advanced technology and customer centricity, have been instrumentation in our efforts to harness the power of unsolicited (text) feedback – a source of insights that is continuously increasing in importance as we digitize our customer journeys.”

Veselin Petkov International Customer Experience Leader

Xdroid

"Zurvey.io has an intuitive GUI and nice graph-type visualization of topics and sentiments that help better understand customer surveys and messages on a larger set of data, e.g correlating sentiments, name entities, locations, and verbs. It supports almost all European languages handles negations, double negations as well."

Gábor Karsay International Sales Director

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We know that a significant portion of the success of your research depends on choosing the right survey tool. You don’t have to just take our word for the benefits of using Zurvey.io, you can watch it in action instead.Book a demo and one of our Insights Managers will contact you as soon as possible. Take the first step towards ditching manual coding and a whole new world of enhancing CX!

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Photo of Péter Szekeres

Péter Szekeres

Co-founder & CEO peter.szekeres@neticle.com +36 70 701 6488
Photo of Michel Henss

Michel Henss

Head of Client Services michel.henss@neticle.com +36 30 562 37 58
Photo of Gabriella Sinka

Gabriella Sinka

Head of Marketing gabriella.sinka@neticle.com +36 20 527 61 87

Address:
41 Leonardo da Vinci street ground floor
Budapest Hungary H-1082

Registered seat:
H-1016 Budapest, Naphegy utca 28. fszt. 2

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Neticle

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Company Details

Neticle Plc.
Billing address: H-1016 Budapest, Naphegy utca 28. fszt. 2
VAT number: 28996752-2-41
EU VAT number: HU28996752

 

Bank details:
Owner of the bank account: Neticle Plc.
Account-keeping bank: MKB Bank Zrt
EUR IBAN: HU34-10101353-22104900-01005303
HUF IBAN: HU20 10101353-22104900-01004003
SWIFT code: BUDAHUHB