New customer experience initiative at APS Bank

APS Bank rolled out ‘Happy or Not’ feedback touchpads across the Branch network, following a successful pilot at Swatar and Valletta branches. This Customer Experience Programme initiative provides the Bank with real-time insight into customers’ satisfaction levels through a simple press on the touchscreen feedback terminal. This data is collected by the Voice of the Customer team, who are leading this initiative with the support of the Retail Banking Department.

Scott Lee Holloway, Voice of the Customer Manager at APS Bank commented, “Our customers’ voices are now being collected and analysed to help us improve customer experience, drive growth and increase efficiency. The initial feedback received has been exceptional, and we shall continue monitoring this initiative closely.”

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