Case study: Banco Sabadell

Emulating the customer experience, monitoring the availability of electronic banking

Eqanimus banking monitoring service

Banco Sabadell is the leader in Spain in online banking applications, offering its clients a high-quality service and availability.

In order to offer this quality of service, Banco Sabadell wanted to rely on an external auditor, Eurobits, to monitor its online banking by emulating the navigation that its clients carry out in a natural way. This service should include alerts, response times, availability of services, etc., as well as deliver this information regularly in a summarized and aggregated manner.

Of course, also had a web access to reach a scorecard where you can access the detail and thus take corrective action, if these were necessary.

Benefits for customer

Monitor the response times of its electronic banking from a customer user experience point of view.

Aggregate or detailed information, with access to historical data.

Comparison with similar banking data online from other entities.

Have an impartial and external report of the operation of your electronic banking .

Goals achieved

Improve the quality of online banking

Thanks to continuous monitoring of eqanimus, Banco Sabadell's electronic banking has complemented its internal monitoring systems with an external and independent view of the service, achieving better availability, response times and, ultimately, customer satisfaction.

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