Pioneering Social Feedback Platform Development for a Large Retail Bank
3.5M
Customers
At a bank with more than 650 branches and over 1,000 ATMs.
#3
Largest bank in Poland
At the time of the project.
The client
Poland’s third-largest bank at the time, Bank Zachodni WBK ran more than 650 branches and over 1,000 ATMs for 3.5 million customers, offering everything from securities intermediation and leasing to asset management and insurance.
Santander Group acquired it in 2011, and since 2018 it has traded as Santander Bank Polska.
The challengeWhat the teams actually needed
The bank wanted a platform where its customers could set out what they expect and give feedback that would improve the service. Bank of Ideas came out of that.
Challenge 01A first of its kind
The plan was an innovative social platform, community-powered, where customers could express their needs in a space that did not yet exist in the market.
Challenge 02Interaction without friction
The main difficulty was a creative approach that would actually encourage customers to use the thing rather than look at it.
Challenge 03End-to-end responsibility
Netguru took the project from concept through to solution, which leaves nowhere to pass a problem.
What we did
A social platform for a retail bank’s customers
With responsibility for the full lifecycle, a dynamic and experienced team led the work, planning backend and frontend against what the bank expected before building either.
From idea to design
The platform was conceived as a place for customers to contribute rather than as a feedback form with better styling.
Backend and frontend planned first
Plans for both halves were drawn and agreed against the bank’s expectations before development started.
A safe space to speak
A secure platform gave users somewhere to raise issues without friction, which matters when the subject is your own bank.
Sentiment the bank can read
For the bank, Bank of Ideas became a source of understanding about what customers feel and what they struggle with — a pioneering solution in the Polish market.
Client testimonial
Together with Netguru, BZ WBK created a very successful crowdsourcing platform for the bank's clients. I recommend Netguru as a web developer of social platforms.
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