Bring feedback into one clear view
Gather real-time feedback across digital, branch, and contact centre touchpoints.
Build relationships.
Reduce churn.
CX for financial services
Collect and analyse all your customer feedback, improve NPS® and CSAT, and get the insights you need to improve customer journeys, reduce churn, and drive satisfaction.
Turn feedback into measurable business outcomes
Analyse responses to find insights
AI-powered thematic and sentiment analysis surfaces the trends and themes that matter.
Take action on what moves the needle
Share insights across teams so the right people can act on the right issues, fast.
Drive up your CSAT and NPS scores
Track how satisfaction and loyalty metrics change over time and show your impact.
Capture feedback at every stage of the journey
Engage on every channel
Engage customers via email, SMS, in-app, website, and in branches.
Ask the right questions
Ask the right questions at the right time with logic and branching.
Spot digital friction
Spot friction in your digital experience with real-time website and app feedback.
Understand what’s driving satisfaction and churn
Extract insights automatically
Extract NPS, CSAT, and sentiment insights automatically.
Track metrics over time
Track how key metrics change over time across products, branches, and segments.
Build team dashboards
Create dashboards for specific teams and regions.
Strengthen retention and uncover growth
Create long-term advocates
Pinpoint the experiences that turn customers into long-term advocates.
Analyse churn
Analyse why customers churn and track trends over time.
Find growth opportunities
Identify opportunities to improve products and services based on real feedback.
Reduce complaints and issues before they escalate
Find root causes
Identify the root causes of complaints and declining metrics.
Get proactive alerts
Get proactive alerts to spot customer concerns early.
Show you listed
Evidence customer outcomes for Consumer Duty, with every theme traced to the verbatims behind it.
Frequently asked questions
Most feedback tools stop at reports. SmartCX runs the whole loop in one platform: it unifies feedback from every channel, pinpoints the actions that will move your scores, and tracks every fix through to resolution. You get evidence of what changed, confidence in your recommendations, and buy-in for your CX initiatives.
Financial institutions use SmartCX to collect feedback from customers, members, and policyholders after key interactions such as branch visits, claims, loan applications, and support calls. Issues become cases routed to the right team, so you can close service gaps, improve processes, and strengthen trust.
Distribute surveys through email, SMS, mobile apps, websites, QR codes in branches, and embeds in your digital banking journeys, so you capture feedback wherever customers interact with your services.
Quickly. There’s no long implementation, surveys go live in minutes with ready-made CX templates and no-code tools, and you can collect feedback immediately after digital interactions, branch visits, or service calls, with results in real time.
Yes. Real-time dashboards let you analyse feedback by product, branch, region, or segment, so you can benchmark performance, spot where metrics are declining, and share the right view with each team.
Yes. Salesforce, HubSpot, Microsoft Teams, Slack and Power Automate connect directly, and a full REST API with webhooks pushes feedback into your CRM, analytics, and support systems, so you can put experience data alongside operational and customer data.
Yes. SmartCX is built by SmartSurvey, which is ISO 27001 and Cyber Essentials Plus certified and GDPR compliant, with all data hosted exclusively in UK data centres, encryption in transit and at rest, and role-based access controls, so you can manage feedback securely with strong data governance.
Yes. We run a hand-held trial in your own scenarios, so you see it working on your feedback before you commit. Book a 30-minute walkthrough and we’ll scope it together.