Branch blind spots
Head office sees one blended score. Which branch, which counter, which shift created this week's detractors stays invisible — and regional averages bury the outliers. The fix is live branch-level comparison, not a quarterly deck.
Industry — Banks & financial services
Customer feedback solution for banks & financial services
Qmeter is a customer feedback solution for banks, insurers, fintechs and exchanges. It collects feedback through branch kiosks, post-call SMS, email and in-app surveys, then turns every complaint into a tracked ticket with SLA timers and an audit trail — so problems are fixed before the customer switches.
Built for national branch networks that need on-premise control — and for fintech teams that need to be live this week. No consultants, no five-figure surprise.
1000+companies use Qmeter
2M+feedbacks collected
15+years in customer experience
Kiosk·SMS·Email·In-app·Web
The sector's problem
Where financial-services CX programmes break down
Four problems we hear from banks, insurers and fintechs — none of them solved by another annual survey.
Complaint rules are regulation, not policy
Financial regulators set response deadlines and expect records. A complaint tracked in a spreadsheet cannot prove first-response time to an auditor. Regulated complaint handling needs timers, escalation and an audit trail by default.
Switching has never been easier
Digital onboarding means an unhappy customer can move their salary account in an afternoon — and most never complain first. In banking the churn is silent: no argument, no exit survey, just a standing order quietly redirected to a competitor. The only defence is catching the dissatisfaction before the switch.
NPS mandates without machinery
Boards set an NPS target; agencies deliver the number quarterly, months late, with no path from score to fix. A real NPS programme needs collection on every channel and a loop that closes — not a slide.
Who it fits
One platform across financial services
The channels differ; the pattern does not. Multi-channel service, regulated complaints, customers who can leave fast.
Retail banking
Teller counters, advisory desks, queues and mobile banking — kiosks in every branch, one comparison view across the network.
See the dedicated banks solution →Insurance
Claims are the moment of truth. Measure claim handling, agent and bancassurance touchpoints and renewals — and catch a frustrated policyholder before the non-renewal letter.
Fintech
In-app feedback at journey level — onboarding, KYC, first transfer. Drop-off reasons arrive in real time and route straight to the product team as tickets.
Exchanges & brokerages
Support quality and onboarding friction decide reviews and retention. Post-ticket CSAT and complaint SLAs keep response times honest through volatile weeks.
How it works
How Qmeter works in a financial institution
From the branch floor to the app store review — one pipeline, four capture points, every complaint accounted for.
Capture at the moment of service
Kiosks and tablets at teller counters, advisory desks and service points collect a rating in seconds — scoped by branch and service, so every response lands against the right unit. Works offline and syncs later.
Follow the call and the journey
Contact-centre interactions trigger a post-call SMS survey minutes after hang-up; onboarding, loan decisions and claims trigger email and web surveys. Measure SLI (Satisfaction Level Indicator), NPS or CSAT per journey.
Listen inside the app
Mobile banking and fintech products embed feedback in the flow itself — after a transfer, a card action, a support chat. Digital journeys stop being a feedback dead zone.
Turn complaints into audited tickets
A negative response opens a ticket automatically, routed to the right branch or complaints team with SLA timers, escalation chains and an audit event on every change — then a post-resolution CSAT survey confirms the fix. Full mechanics on the closed-loop ticketing page.
A contact-centre detractor, minutes later: ticket opened by rule, SLA running, every step audit-logged.
ROI
The return: what closing the loop could be worth to your branches
Not three borrowed statistics — your own numbers. Move the sliders; the maths is transparent and every number comes from your inputs.
5% → 25–95%
Bain & Company's Frederick Reichheld found that lifting customer retention by just 5% can raise profits by 25% to 95%.
Bain & Company / Harvard Business ReviewIn banking the effect compounds — a retained current-account, card or policy relationship pays back for years, and a lost one rarely says goodbye first.
10
2,000
Sizes your plan — plans are billed by responses per year.
20
Check your complaints register — most banks log 10–40 per branch monthly, plus the unhappy customers who never file one.
€900
A current account, card, loan or policy — over one year.
10%
Example: if you save 10 out of every 100 you catch, set 10%.
Your estimated return
€213,750
protected per year, after Qmeter's cost
Keeping just 3 customers a year — across all 10 locations — covers the entire cost. Everything above that is return.
Customers kept per year (est.) — 240€216,000
Web Feedback plan — 25k responses− €2,250
estimated return: pays for itself many times over
An estimate computed from your own inputs — not a guarantee or forecast of results. Adjust the sliders to match your numbers.
The numbers are public — no consultant required
Qmeter's pricing is on one page: Web Feedback from €500/year, billed on responses — exactly the cost side of the calculator above, at list price. Branch kiosks are an optional add-on. You already know what one retained relationship is worth.
Compliance & trust
Built for regulated environments
Customer data in finance is not a growth asset to mine — it is a liability to protect. The platform treats it that way by default.
PII masking
AI analysis sees feedback and ticket content only — never raw customer PII. Personal data stays masked from the models.
Audit trail
Every ticket change writes an audit event. First-response and resolution times are provable to an auditor, not remembered.
GDPR workflows
Right-to-be-forgotten deletion flows and retention-based anonymisation are built into the platform, not bolted on.
On-premise option
Data cannot leave your infrastructure? Deploy Qmeter on your own servers with the same feature set.
The full data-protection picture — masking, deletion flows, retention and deployment options — is on the security & GDPR page.
Two speeds, one platform
Enterprise trust. Fintech speed.
For national networks and insurers
- On-premise deployment on your own infrastructure
- Audit trail and role-based access for every team layer
- Escalation SLAs enforced across branches and regions
- Custom integrations through the API — integrations & on-premise
For fintechs and growing teams
- Live in a day — AI builds your first survey from your profile
- Web Feedback from €500/year; no consultants, no setup fees
- 14-day free trial, no credit card
- Public price list — see pricing, skip the sales cycle
What is customer feedback software for financial services?
It is software that collects customer feedback across every touchpoint of a financial institution — branches, contact centres, apps and web — and turns negative responses into tracked, auditable actions. Qmeter adds the operational half most survey tools miss: complaint tickets with SLA timers, escalation chains and a full audit trail, so a low score becomes a fixed problem rather than a line in a quarterly report.
Which financial institutions is Qmeter built for?
How does Qmeter support complaint-handling and audit requirements?
Can Qmeter run on-premise for compliance reasons?
How much does it cost for a financial institution?
Keep exploring
Where to go deeper
Qmeter for banks
The dedicated bank playbook — branch measurement, queues, digital banking and multi-branch monitoring.
→Closed-loop ticketing
SLA formulas, escalation chains, root-cause analytics and the audit trail, in full detail.
→Security & GDPR
PII masking, deletion workflows, retention anonymisation and the on-premise option, explained.
→Transparent pricing
Web Feedback from €500/year, Device License from €50/device/month. Public — no sales call needed.
→Employee experience
Happy employees serve happy customers — measure eNPS and pulse surveys alongside customer feedback.
→Closed-loop feedback guide
The methodology — why closing the loop beats collecting more surveys.
→Get started
Fix the next complaint before the customer switches
Start a 14-day free trial — no credit card. AI builds your first survey from your company profile; branch kiosks join whenever you are ready.
