Itaú transforms social sentiment into strategic advantage
Itaú Paraguay leveraged Sprinklr Service to launch a multi-channel CSAT program, transforming customer feedback into actionable insights across its banking operations.
The Challenge
As part of its commitment to delivering exceptional customer experiences, Itaú Paraguay recognized a strategic opportunity to deepen its understanding of customer satisfaction across digital channels. While the bank had strong engagement through platforms like X, Facebook, and Instagram, it lacked a formal mechanism to quantify customer sentiment in a consistent, actionable way. Itaú sought a technology solution that would enable it to identify service gaps, prioritize improvements across business verticals, and ensure its operations remained aligned with evolving customer expectations.
The Solution
With strategic guidance from Sprinklr’s Managed Services team, Itaú adopted a CSAT flow modeled on best-in-class LATAM implementations. Using Sprinklr Service’s survey builder and Rules Engine, the bank deployed satisfaction surveys across X, Facebook, and Instagram —integrated directly into its existing case management workflows. Real-time reporting and scheduled exports of low-score data now enable external stakeholder visibility and follow-up.
“Sprinklr’s platform gave us the flexibility to design a CSAT program tailored to our unique needs, and the managed services team was instrumental in guiding us through every step,” explains Digital Marketing Analyst Sergio Arteta. “Their expertise and proactive support helped us move quickly from concept to execution, ensuring our survey strategy was both technically sound and aligned with our business goals.”
Launching our CSAT program with Sprinklr has been a game-changer. We’re not just collecting feedback — we’re using it to guide decisions across our business. The ability to pinpoint what’s working and where we need to improve has helped us become more responsive and customer-focused than ever before.”
The Outcome
The CSAT program quickly delivered measurable impact. In just two months, Itaú sent over 1,100 surveys, achieving an impressive 85.13% positive satisfaction rate (Satisfied + Very Satisfied). The data revealed clear patterns in customer sentiment: Loans and Account services emerged as key drivers of satisfaction, while SAC and Promotions highlighted areas for improvement. These insights empowered Itaú to take targeted action, prioritize service enhancements and demonstrate its commitment to listening and responding to customer needs in real time.
“Launching our CSAT program with Sprinklr has been a game-changer,” says Arteta. “We’re not just collecting feedback — we’re using it to guide decisions across our business. The ability to pinpoint what’s working and where we need to improve has helped us become more responsive and customer-focused than ever before.”
