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Jyske Bank focuses on customer loyalty

Satisfied bank customers lead to new bank customers
Billede af Per Mangaard Jørgensen

Per Mangaard Jørgensen

It is difficult to convince a bank customer to move. Unless you reach a customer satisfaction level high enough to prompt your customers to start recommending you to others.

That's why Jyske Bank has put quality at the forefront and regularly measures how satisfied customers are with their customer advisers – with a particular focus on the parametres required to convince the customer to become an ambassador and recommend the bank to friends and family.

SurveyXact was chosen to meet this task – partly due to the flexibility of the system and partly because SurveyXact was able to meet Jyske Bank's extensive system integration requirements. If you would like to know more about the results, you can always try asking a Jyske Bank customer whether they would recommend switching to Jyske Bank.

"At our place, the Net Promoter Score functions like a bathroom scale. It's not about stepping on the scale, but rather about what causes the scale to move. Specifically, this means that we learn from customer feedback every day and engage with customers about their feedback.
We gauge the impact of this work through the Net Promoter Score, allowing us to continuously measure the results of our efforts."

Christian Sørensen

Senior Advisor in Customer Focus and Strategy Execution, Jyske Bank

Jyske Bank uses:

  • Automation of invitations to SurveyXact via REST API.
  • Calculation of Net Promoter Score directly within SurveyXact.
  • Ongoing sharing of specific knowledge to specific departments.

For more information

If you would like to know more about how Jyske Bank uses surveys, please contact us.
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