Banco Sabadell Elevates Customer Experience with UserTesting’s QXscore

UserTesting, a SaaS leader in experience research and insights, has 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 behavioural data, offering a holistic view of the digital experience by assessing aesthetics, usability, loyalty, and trust. This metric enables organisations 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 fulfil 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-centred design and build digital experiences that customers love at a speed that the market demands, ultimately driving innovation and increasing revenue.”