The Hongkong and Shanghai Banking Corporation (HSBC) is one of the premier financial institutions, recognized for its role in supporting national economic growth and social development and regarded as a leader in corporate and institutional banking. Alongside its international banking capabilities, HSBC offers wealth and personal banking, corporate and investment banking, private banking, treasury, trade finance, foreign exchange and digital innovation in banking services.

HSBC had no structured program for monitoring customer satisfaction across its branches. Comments arrived through several channels and stayed there, fragmented, with no centralized view to draw them together, and responses to negative feedback were delayed as a result.

The bank also lacked real-time insight at the level where service is delivered. Without it, there was no dependable basis for improving the performance of a particular branch or member of staff, and no link between customer feedback and employee performance. KPIs could not be correlated with transactional feedback or with variance in service between locations.

HSBC wanted a platform that measured both customer and employee experience, on the view that a holistic picture requires both. To enhance service quality and customer focus, the bank set out what it needed from a smart feedback solution: real-time dashboards for proactive management, the ability to reach customers on the same day as their transaction, sentiment linked to branch, staff and product performance, and feedback centralized from all customer touchpoints.

HSBC selected XEBO.ai for its ability to automate the full feedback loop, from surveys to ticketing, and to integrate seamlessly with the bank's CRM so surveys go out immediately after a transaction. Other deciding factors were real-time flagging of negative feedback and trend detection, customizable dashboards for staff performance and sentiment insights, globally proven NPS-led feedback programs, and the ability to link agent-level performance tickets directly to customer input.

XEBO.ai was fully integrated into HSBC's engagement ecosystem. Surveys are auto-triggered post-transaction through the CRM, and real-time alerts on negative feedback are sent to agents, so the person able to resolve an issue learns about it while the interaction is still recent.

The deployment reached into performance management. KPIs for frontline staff are tied to customer scores, and incentives and appraisals are linked to live dashboards, which makes customer sentiment a visible part of how branch teams are measured.

Social media feedback is actively monitored alongside surveyed channels, and feedback from all channels is centralized so it can inform internal policies and improvements rather than being handled case by case.

• 70% SLA reduction achieved through automated survey-to-ticket workflows
• Notable NPS improvement recorded, reflecting higher customer satisfaction
• Frontline staff KPIs tied to customer scores, with incentives linked to live dashboards
• Feedback centralized from all channels, including social media, to inform internal policy
• Real-time dashboards empowered data-led decisions and faster service recovery
• Service gaps targeted for resolution through KPI-based staff insights