How Bank of Georgia increased customer satisfaction for millions of banking customers

Bank of Georgia is the leading retail bank in Georgia, serving more than 2.5 million customers through a network of 206 branch offices, access to 972 ATMs and 3,141 express pay terminals. With so many customers – and diverse products and services – the bank needed a better way to gather the customer voice and measure the quality of their customer service.

Bank of Georgia’s ultimate goal was to deploy a 360-degree view of their customers’ journey across all touchpoints – from digital channels like mobile apps to in-person conversations with the contact center and staff at branch offices – to get deeper information in every channel, every day.

Read the case study and learn how partnering with Medallia has enabled Bank of Georgia’s customer satisfaction to soar — with 96.5% of the bank’s daily transactions now being handled through digital channels — and how the company was selected by Global Financing magazine as Best Digital Bank in 2021 in multiple categories.