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Elias Axelsson Björklund
Case Studies

Handelsbanken is a bank with a strong customer focus. What the customers think about the company is always taken seriously and Pirjetta, Communications Managers in Finland, wanted to have a more direct channel to receive the opinions of the customers. A yearly survey provided by an external company used to be the method used, and it has shown proof of high customer satisfaction, but it was lacking the profound information and details needed to understand the customers’ full opinions.

“We wanted to get feedback in real time from our customers. How was their experience when meeting with our employees?”, Pirjetta asked. “Furthermore, we wanted to have access to a tool for our managers and other employees that showed us how each individual was performing. We want to provide our managers with real feedback from our customers, to enable them to make any potential improvements.“

Expert guidance from Questback

Handelsbanken chose to work with Questback to get access to these tools and the implementation of the new tools was quick and almost effortless. The process was made simpler thanks to the support of experts at Questback, making it easier to understand how the questionnaires and user panel worked. The continued daily support from Questback’s experts has made the handling of the new tools a breeze. The initial workshop provided by Questback at the start of the project was also very appreciated among the employees and made the transition smooth.

There was a whole new way of working with customer feedback after the implementation. The primary feedback from the customers is sent directly to the person responsible for the customer in question. Instead of a yearly survey, Handelsbanken now has a way of checking in with the customers every now and then which in turn creates opportunities for potential improvements in the performance of each individual employee.

On an organisational level, the new tools have given Handelsbanken a greater insight into how the sales teams perform and what their customers think about the services they receive. On a more general note, they now have a better understanding of how the customer and bank relations are going.

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