Banco Sabadell Elevates Customer Experience with UserTesting’s QXscore

July 17, 2024 at 09:00 AM EDT

Improves speed of bringing new projects to market by 50% and boosts digital customer satisfaction

UserTesting, a SaaS leader in experience research and insights, today announced its collaboration with Banco de Sabadell, S.A., marking the establishment of UserTesting’s QXscoreⓇ as the bank’s benchmark for digital quality and satisfaction. The bank now mandates a minimum QXscore of 85 for its digital offerings prior to their market release. Setting this benchmark allows the bank to quantify the level of their competitors for the solution they are trying to test or launch. With UserTesting’s end-to-end experience research solution, Banco Sabadell has increased its profitability by ensuring they build features most useful for their customers, which has resulted in higher customer adoption and usage of their products and services. Banco Sabadell’s online account openings now constitute more than half of the bank’s total new accounts.

Banco Sabadell’s dedication to exceptional digital customer experience is evident in its rigorous testing of online functionalities, with more than 500 tests run on UserTesting last year, including usability testing its account creation flow, login processes, online bill payments, and insurance procurement. The bank has set a standard for digital quality assurance — each process must achieve the stipulated 85 QXscore; otherwise, the designs can’t progress to the next phase of development. Implementing the requisite QXscore has increased the speed of introducing new products to market 50 percent faster.

The QXscore uniquely combines attitudinal and behavioral data, offering a holistic view of the digital experience by assessing aesthetics, usability, loyalty, and trust. This metric enables organizations to translate user experience into a tangible score that correlates with consistent key performance indicators (KPIs), empowers data-driven decision-making with robust statistical evidence, and facilitates industry benchmarking.

“Our mandate is to develop digital solutions that not only fulfill our customers’ expectations, but also align with our bank’s esteemed standards,” said Alex de Feunmayor, DesignOps Lead & Chapter UX at Banco Sabadell. “UserTesting and the QXscore equip us with the critical insights needed to genuinely understand our customers’ preferences, establishing a fact-based standard for decision-making. This allows us to make more informed decisions that enhance customer service across all platforms.”

“Businesses often talk about being customer-centric. While they may know the value of listening to customers, where they often struggle is doing it in a way that enables them to get insights quickly and earlier in the development and design process,” said Michelle Huff, CMO at UserTesting. “Banco Sabadell’s use of UserTesting with QXscore is a prime example of how teams can truly scale human-centered design and build digital experiences that customers love at a speed that the market demands, ultimately driving innovation and increasing revenue."

About UserTesting

UserTesting is fundamentally changing the way digital products and experiences are built and delivered by helping organizations get insights from customers–from concept to execution. Built on top of a world-class, on-demand sourcing engine, customers can receive fast, high quality, opt-in feedback from both our proprietary and partner-sourced audience networks around the world. UserTesting offers the industry's most comprehensive experience research and insights solution. Unlike approaches that track user behavior or collect customer listening data on live experiences, then try to infer what that data means, UserTesting enables companies to get input directly from customers — earlier in the process — helping to reduce guesswork, and bringing experience data to life with human insight. The company, formed through the combination of UserTesting & UserZoom, has more than 3,000 customers worldwide, including 75 of the Fortune 100 companies. To learn more, visit www.usertesting.com.