Real-time customer feedback and live satisfaction scores are helping APS Bank continuously shape and enhance the experience it delivers across its branch network.
APS Bank recently introduced Smiley Sign™ technology, becoming the only service provider in Malta to deploy the solution. Using QR codes and NFC (contactless) technology, customers can share feedback from specific locations, such as waiting areas and meeting rooms, helping the Bank identify where improvements can be made.
The solution complements the Bank’s existing HappyOrNot platform, where customers provide real-time feedback through Smiley Touch™ terminals. Satisfaction scores are displayed live in every APS branch, giving customers and employees immediate visibility of service performance.
More than 90,000 customer responses have been collected to date, providing insights that help the Bank continue refining its customer experience.
Scott Lee Holloway, Head of Customer Experience at APS Bank, commented: “The best way to improve the customer experience is to listen. Every piece of feedback helps us better understand what matters most to our customers and where we can do better. These initiatives are part of a wider commitment to creating a banking experience that feels welcoming, intuitive and genuinely centred around our customers.”
