The Challenge: Moving Beyond "Just Business"

Taking out a loan is a significant life event. It affects a client’s future, their home, and their family. In these high-stakes moments, clients expect more than just technical banking expertise; they want peace of mind, clarity, and a genuinely pleasant experience.

However, relying on "feelings" to gauge customer satisfaction isn't enough. Banka Sparkasse needed a way to know—for certain—if their high standards were being met in every branch, with every advisor.

The Solution: Artur’s Automated Feedback Loop

To bridge the gap between perception and reality, Banka Sparkasse implemented Artur.

Instead of waiting for annual reviews or manual complaints, the bank now invites clients to share their opinion immediately after visiting a branch.

The process checks critical KPIs:

• Was the advisor clearly understood?
• Was the procedure simple?
• Was the waiting time acceptable?
• Did the client receive all necessary information?

How Artur Drives Results

Artur ensures that every piece of feedback is organized, transparent, and accessible in real-time. This data-driven approach allows Banka Sparkasse to achieve two major operational victories:

1. Proactive Problem Solving

Because the data is available immediately, the bank can detect potential issues instantly. This allows them to react and resolve a situation before it escalates into a genuine problem or a lost client.

2. Scaling Best Practices

It isn't just about fixing negatives. Artur allows the bank to identify which branches are performing exceptionally well. They can capture these "best practices" and implement them across other branches, lifting the standard of service for the entire network.

The Outcome

By partnering with Artur, Banka Sparkasse has shifted from making decisions based on "gut feelings" to making decisions based on actual data.

• For the Client: A smoother, clearer, and more supportive banking experience.
• For the Bank: Motivated employees, satisfied clients, and improved business results.

"Start making decisions based on actual data, not just feelings."