BBK, a leading financial services provider in Bahrain, is committed to delivering exceptional customer experiences. However, their Customer Experience (CX) team, led by Hasan Mulla, Head of Customer Experience, faced challenges that limited their ability to efficiently gather and act on customer feedback. Seeking a modern solution to elevate their feedback processes, BBK turned to SmartSurvey – and transformed their approach to customer insights.
The challenges: overcoming barriers to customer-centricity
BBK’s CX team encountered several roadblocks in their efforts to prioritise customer satisfaction:
- Time-consuming processes: Survey creation and deployment often took days, delaying actionable insights
- Manual data handling: Thousands of open-text responses required labour-intensive analysis, slowing decision-making
- Low engagement: Unbranded survey links deterred customers, resulting in lower participation rates
- Data privacy concerns: Handling sensitive financial data required a secure, compliant solution
- Accessibility issues: Bahrain’s multilingual population posed challenges for creating inclusive surveys
These inefficiencies hindered BBK’s ability to capture timely feedback and act on it effectively.
The solution: smarter feedback with SmartSurvey
BBK partnered with SmartSurvey to overhaul their feedback strategy, using key features to address their challenges head-on.
Effortless survey creation
SmartSurvey’s user-friendly interface drastically reduced the time required to design and deploy surveys.
“I can easily copy a previous survey, update the title, and reuse it for comparison purposes. It’s incredibly efficient,” Hasan shared.
Custom branding for trust
Fully customisable domains and themes enhanced trust, resulting in higher participation rates.
“The survey link shows BBK’s name, which gives customers a sense of trust and legitimacy.”
Automated feedback collection
API integrations allowed BBK to automate surveys triggered by customer transactions, ensuring timely and relevant feedback.
“The API integration is very useful for after-service surveys. It’s triggered by transactions, and we don’t have to do anything manually,” Hasan explained.
Multilingual accessibility
Seamless translation options made it easy to create bilingual surveys for the bank’s diverse customer base.
“Having the ability to translate questions into Arabic has been really beneficial in order for our team to take the right actions,” Hasan said.
Security and compliance
SmartSurvey’s GDPR compliance and data privacy policies gave BBK confidence that sensitive customer information was protected.
“The platform meets all our security needs, giving us peace of mind. This is essential in financial services,” Hasan emphasised.
Actionable dashboards
Real-time dashboards allowed BBK to visualise results as graphs and diagrams, simplifying internal reporting and decision-making.
“Now, my team can directly view results as graphs or diagrams, which simplifies how we share insights with management,” Hasan explained.
The results: a new standard in customer feedback
By adopting SmartSurvey, BBK has achieved significant improvements:
- Faster operations: Survey creation and analysis times were reduced from days to minutes, enabling quicker decision-making
- Higher engagement rates: Branded and automated surveys increased customer participation and improved data set quality
- Improved accessibility: Bilingual surveys reached a broader audience across Bahrain’s diverse population
- Enhanced security: Robust data privacy measures ensured compliance and strengthened customer trust
- Actionable insights: Real-time dashboards empowered BBK’s CX team to prioritise improvements swiftly
The Head of CX explains:
“SmartSurvey has simplified everything – it literally takes minutes to create a survey and analyse findings.”
Why SmartSurvey?
BBK found SmartSurvey to be uniquely positioned for their needs, thanks to its:
- Ease of use: Simplified processes allowed BBK’s CX team to focus on strategic improvements
- Customisable branding: Personalised survey domains boosted trust and engagement
- Automation: API integrations streamlined feedback collection, ensuring no touchpoint was overlooked
- Multilingual support: Effortless translation options catered to a diverse customer base
- Security compliance: GDPR-compliant measures met the rigorous standards of the financial sector
“SmartSurvey combines user-friendliness with the security and flexibility we need. It’s helped us make data-driven decisions and deliver better customer experiences,” Hasan concluded.
Employees: 1001-5000 · Website: bbkonline.com
