In the monitor phase, you have already launched your platform or product. Now, it’s time to optimize what has already been built. Uncover your blind spots and understand why they behave as they do.
Monitor supplements your analytics with qualitative customer insights. Analytics tell you what. Monitor tells you why and how.
Benefits of monitoring with customers
Santander wants continuous monitoring of their digital bank vs. their competitors.
We set up quarterly research studies where Santander is able to run different target groups through their digital solution to compare the customer experience with their key competitors in Northern European countries.
Santander always works with the latest insights on how they compare to their competitors. This makes them able to react to new innovations and to get inspired by best in class standards.