Optimise your Consulting Quality

Find out how a German bank used experience feedback to improve the quality of counselling at defined touchpoints in several branches.

Success Story

With the integration of eTrusted, customer experience feedback was collected from our customer at four different service touchpoints:

  1. After the initial consultation

  2. After signing the contract

  3. After visiting the branch

  4. After using the customer service.

With the help of the eTrusted KPI dashboard, the feedback at the touchpoints of different branches could be analysed. That way, the customer experience could be analysed and optimised comprehensively. 

Further benefits for the branches:

  • The online reputation of the bank branches was improved. Reputation management on other platforms  also had a supporting effect.

  • The insights and placement of feedback from happy existing customers are used to acquire new customers.

  • The increase of the consulting quality and customer satisfaction leads to an increase of the employees motivation (especially here: customer consultant).


A large German Sparkasse integrated eTrusted within the organisation to compare and improve customer satisfaction across different branches.

There was a desire to gather comprehensive feedback for internal and external purposes.

Overview of success facts

  • 4 Branches

  • >1100 Feedback count

  • 4,55 Stars


Reference testimonial

"With the help of eTrusted, we were able to improve the quality of our consulting even further. In particular, we were able to optimise the initial consultation and thus acquire more new customers."

(Teamlead Sales)

Referenzen Homepage etrusted

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