Sparebanken Vest
Sparebanken Vest aims to become Norway’s best in customer satisfaction. We spoke with Espen Vigeland and Christian Kalland to learn more about how they use Skyra to achieve their strategic goals and the role their website plays in this process.
What are your main goals, and how does Skyra contribute?
"At the business level, we have two main goals that Skyra helps us achieve," they explain. "First, we aim to be the best in customer satisfaction. Additionally, our goal is to find the best solutions for our customers' challenges and dreams."
"At the team level, we want Skyra to support our objective of increasing digital self-service and provide clear data on this. Our teams work to improve customer satisfaction by leveraging qualitative insights from the website."
How do you gather qualitative insights from the website?
"It is important for us to have smart methods for listening to users," they say. "Skyra helps us ask questions in relevant contexts on the website. For example, we ask questions both on the public site and after users log out of the bank. These two different surveys allow us to refine our questions and report insights to the right teams. Additionally, key touchpoints and customer journeys should include feedback mechanisms."
What do you want to achieve with Skyra?
We can summarize it in four key points:
- Increased self-service on the website
- Reduce the number of inquiries to customer support
- Improve information quality
- Ensure customers find the information they are looking for
How do the two website surveys work in practice?
Two different micro-surveys are active on the website. One is shown to users who have logged out of the bank, and the other to visitors on the public pages. By using similar questions, we can compare user experiences in these two areas.
Survey after logging out
- Shown to 5% of users, once
Questions include:
- What did you log in to the bank to do?
- Were you able to complete your task?
- What prevented you from completing it?
- What type of customer relationship do you have today?
- How satisfied are you with online/mobile banking? (1-5)
- Do you have any suggestions for improvements?
Survey on public pages
- Shown to 50% of users, once
Questions include:
- What did you visit the website for?
- If the answer is "log in to online banking," the survey ends here.
- Can you briefly describe why you are visiting us? (open text)
- Were you able to complete your task? (asked at the end)
- What prevented you from completing it?
- How satisfied are you with our website? (1-5)
About Sparebanken Vest
Skyra collaborates with Sparebanken Vest, Norway’s third-largest savings bank, serving approximately 343,000 personal customers and 14,500 business customers. They offer mortgages with competitive interest rates, banking services, cards, savings products, and insurance. As a leader in digital innovation, Sparebanken Vest partners with Skyra to gain qualitative insights for developing better digital solutions.