Finance and Insurance
Customer satisfaction tracking for banks
In banking, customer experience is spread across the branch, call center, mobile channel and processes such as lending; each is the responsibility of a different team. Data security and auditability are essential. Comvo measures the post-transaction experience, manages complaints by unit and keeps every action in a tamper-proof audit log.
Key challenges in the industry
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Cross-channel experience
Experience in branches, the call center and digital channels is measured by separate teams.
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Process-driven complaints
Delays in loan, card and account transactions make up a large share of complaints.
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Data security
Feedback may contain personal data and information covered by customer confidentiality; access must be tightly managed.
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Auditability
How and when a complaint was handled must be provable.
Touchpoints to measure
You can create a separate survey for each touchpoint. You decide the questions, scales and question types (star, score, recommendation, choice, open-ended comment) and deliver them at the right moment by QR code, SMS or email.
- Branch transactions
- Call center
- Loan and card applications
- Account opening
- Digital banking
- Complaint process
Sample survey
Customers answer the survey on their phone without installing an app. Each question opens on its own screen, and a follow-up question about the reason appears automatically after a low score. You can define all questions and steps as you wish and customize the design to match your corporate identity.
- 1-5 (CSAT)Customer satisfaction (CSAT), 1-5: 1 is the lowest and 5 the highest satisfaction.
- 1-7 (CES)Customer Effort Score (CES), 1-7: a high score indicates the process was easy for the customer.
- Yes / Partially / NoSingle-choice question; the selected answer can be used as a condition in rules.
- 0-10 (NPS)Net Promoter Score (NPS), 0-10: 9-10 promoters, 7-8 passives, 0-6 detractors. The score is calculated by subtracting the share of detractors from the share of promoters.
Questions, scales and conditional logic are tailored to your institution. Responses in the preview are not sent anywhere.
How Does It Work?
- 1 When a transaction is completed, the core banking system sends an event and the customer receives a survey by SMS.
- 2 The response is linked to the branch, channel and transaction type.
- 3 A negative response is assigned as a case to the head of the relevant unit; personal data is masked according to permissions.
- 4 If the resolution time is exceeded, the case is escalated to the next level.
- 5 Every action is written to a tamper-proof audit log.
Sample alert rules
- If CES is 3 or lower, a case is assigned to the owner of the relevant process with a resolution time of 2 business days.
- If NPS is 6 or lower, a win-back case is opened for the branch manager.
- If "Was your issue resolved at the first contact?" is answered "No", the case goes to the call center quality team; "Partially" answers are tracked in the weekly report.
In these examples, a low score means 2 or below on a 1-5 scale, 6 or below on the 0-10 recommendation score and 1-3 stars in online reviews. You set the thresholds and resolution times.
Metrics to track
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CES by channel and process
You see in which process customers struggle.
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Branch NPS
You compare branches broken down by region.
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First contact resolution
You measure call center and branch performance.
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Complaint resolution time
You track the share of complaints handled on time.
Key modules
- Case Management Negative experiences become cases tracked to resolution Learn More
- Alert Rules Automatic rules that catch critical experiences Learn More
- Organization and Permissions Role and access management that fits your structure Learn More
- Reports Satisfaction (CSAT), recommendation (NPS) and effort (CES) scores Learn More
Related guides
- Measurement What Is CES and When Should You Use It? Customer Effort Score (CES) measures how much effort customers spend to get something done. Learn the question format, calculation and use in support and returns.
- Process How to Set Up a Complaint Management Process The steps of a structured complaint management process from intake to resolution: classification, assignment, resolution deadlines, escalation and reporting.
- Measurement The Difference Between NPS, CSAT and CES NPS measures loyalty, CSAT momentary satisfaction and CES process ease. How the three differ, which to ask at each touchpoint and how to use them together.
Frequently asked questions
How is customer data protected?
Responses are visible only to users in authorized units. Personal data is masked, viewing it requires a separate permission and every view is written to the audit log. Matching can be done with only the transaction type and branch, without asking for account or transaction details in the survey.
How are retention periods and deletion managed?
Your institution sets the retention period; when it expires, personal data is removed from the responses and the records are anonymized. Panel and API actions are kept in a tamper-proof audit log.
How are information security and regulatory assessments carried out?
We review your hosting, access, retention and audit requirements together with your information security and compliance teams and share the technical details in writing.
How does it integrate with core systems?
Transaction events are sent via REST API; response and case events are delivered to your own systems via signed webhooks.
Let us map out a scenario for your industry together.
Share your branch structure and the points where you interact with your customers, and we will prepare a suitable survey and rule set for you in a demo environment.