Success Stories

Success Stories
ResponseTek Customer - HSBC

HSBC, one of the world’s largest banks, needed more information about their business banking clients’ satisfaction with e-banking (HSBCnet) and ancillary services like mobile banking and support centre service delivery. HSBC was looking to deliver quality service online and use their online channel to understand the HSBCnet customer lifecyle, business customer needs and opportunities for future enhancements.




The Results:


  • Customer experience intelligence from an annual survey of 72,000 global business customers, identifying specific usability and functional improvement opportunities within HSBCnet
  • Development of targeted strategies for innovation and the consistent delivery of quality service from customer-driven business intelligence
  • Greater understanding of value of customer experience within the organization
  • 20 point increase in Net Promoter® score from business customer base
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    Transform customer feedback into real-time, actionable business intelligence with ResponseTek:CEM. ResponseTek is the leader in on-demand Customer Experience Management (CEM) solutions, transforming the voice of the customer into actionable business intelligence. ResponseTek provides Software-as-a-service (SaaS) Customer Experience Management (CEM) Software to global Fortune 1000 corporations. ResponseTek is headquartered in Vancouver, Canada, with offices in Toronto, Canada and London, UK. © 2012 ResponseTek Networks Corp. Terms of Use | Privacy Policy
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