Fintech
Banco Sabadell improves customer experience with QXscore by UserTesting – FF News
User TestSaaS leader in experience research and analytics, has announced its collaboration with Bank of Sabadell, S.A.., marking the establishment of the UserTesting QXscoreⓇ as the bank’s benchmark for digital quality and satisfaction. The bank now mandates a minimum QXscore of 85 for its digital offerings prior to their release to the market. Setting this benchmark allows the bank to quantify how its competitors stack up against the solution it is trying to test or launch.
With UserTesting’s end-to-end experience research solution, Banco Sabadell has increased its profitability by ensuring it creates more useful features for its customers, which has led to greater customer adoption and use of its products and services. Banco Sabadell’s online account openings now account for more than half of the bank’s total new accounts.
Banco Sabadell’s dedication to exceptional digital customer experience is evident in its rigorous testing of online features, with over 500 tests performed on UserTesting last year, including usability tests of the account creation flow, login processes, online bill payments and insurance procurement. The bank has established a standard for digital quality assurance: every process must achieve the required QXscore of 85; otherwise, projects cannot move to the next stage of development. Implementing the required QXscore has increased the speed of bringing new products to market by 50 percent.
QXscore uniquely combines attitudinal and behavioral data, providing a holistic view of the digital experience by evaluating aesthetics, usability, loyalty, and trust. This metric enables organizations to translate user experience into a tangible score that correlates with consistent KPIs, empowers data-driven decision making with robust statistical evidence, and facilitates industry benchmarking.
“Our mandate is to develop digital solutions that not only meet the expectations of our customers, but are also in line with the esteemed standards of our bank,” Alex de Feunmayor saidDesignOps Lead and Chapter UX at Banco Sabadell. “UserTesting and QXscore provide us with the critical information needed to truly understand our customers’ preferences, establishing a fact-based standard for decision making. This allows us to make more informed decisions that improve customer service across all platforms.”
“Companies often talk about being customer-centric. While they may know the value of listening to customers, where they often struggle is doing it in a way that allows them to get information quickly and earlier in the design and development process,” said Michelle Huff, CMO of UserTesting“Banco Sabadell’s use of UserTesting with QXscore is a great example of how teams can truly extend human-centered design and create digital experiences that customers love at the speed the market demands, ultimately driving innovation and increasing revenue.”