Guide
The CSAT playbook for modern banks
Why leading banks are shifting from dashboards to deeper insight, and how you can use that same approach to improve CSAT.
You’ve optimized your app, but customer satisfaction still lags. Why?
This guide explores a better path forward: using direct customer insights to identify and fix the specific experience gaps driving dissatisfaction. Through real-world examples and a step-by-step approach, we’ll show how leading banks are:
- Spotting friction that data alone can’t explain
- Understanding why certain journeys drive complaints, repeat contacts, or low adoption
- Validating changes before launch to ensure they build trust and clarity
- Embedding feedback loops that support continuous improvement
The banks that win on CSAT don’t guess, they listen. And they use that feedback to guide faster, smarter decisions across digital, support, servicing, and beyond.
