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Kuveyt Türk Bank partnered with Dataroid and lifted high value journey conversions up to 10%

Kuveyt Türk, a leading participation bank with a strong focus on innovation, offers a wide range of financial services. The bank partnered with Dataroid to gain deeper visibility into user behavior, eliminate friction in critical flows, and deliver more engaging experiences on its digital channels.

Hand holding a smartphone displaying a banking app dashboard with an account balance and navigation icons, blurred background of stairs outside

250+

funnels

~10%

increase in
conversion rates

20x

faster NPS
feedback collection

Challenge

Identifying and Eliminating Friction in High-Value Banking Journeys

Kuveyt Türk needed to understand where users were dropping off during critical journeys like onboarding and transactions. Without clear visibility into bottlenecks and UX friction points, the bank struggled to prioritize improvements that would meaningfully impact conversion and customer satisfaction across its mobile banking experience.

Smiling woman in a light gray blazer sits on a bench in a shopping mall, looking at her phone with shopping bags nearby.
Two colleagues collaborate at a desk, the woman pointing at a large computer monitor in a bright office with plants, city windows in the background.

Helping Engineering Teams Trace and Act on Mobile App Crashes

Technical issues were degrading user experience, but Kuveyt Türk lacked the context to understand their experiential impact. Crashes often occurred silently or were difficult to reproduce, making it challenging for engineering teams to prioritize fixes based on real user impact and resolve issues that mattered most to customers.

Capturing Real-Time Feedback at the Moment of Truth

Kuveyt Türk wanted to measure customer sentiment more frequently, accurately and contextually, but traditional methods were too slow. It took several months to gather sufficient NPS responses, preventing the bank from acting quickly on user feedback and understanding satisfaction trends around specific banking transactions and features.

Two coworkers in smart-casual attire smile as they look at a smartphone together outdoors near a modern glass building.

Dataroid helped us turn behavioral insights into concrete actions. By combining journey and crash analytics with contextual engagement, we removed friction from key banking flows and delivered a smoother, more responsive digital experience for our customers.

Merve Çokluk

Digital Solutions Manager at Kuveyt Türk

Solution

Kuveyt Türk partnered with Dataroid to unlock deep visibility into digital customer behavior, leveraging journey analytics, crash analytics, and engagement tools to reach the right customers at exactly the right moment. By identifying friction points in critical flows, linking crashes to real user context, and collecting contextual feedback, the bank was able to optimize key journeys and provide a more engaging experience.

Two iPhones overlapped showing time 9:41 with notifications and onboarding messages, plus a white panel containing a blue bar chart.

Uncovering UX Bottlenecks with Funnel Analytics and Re-engaging Drop Offs

Kuveyt Türk used Dataroid’s funnel analysis to detect high drop-off points in onboarding and transaction flows, revealing UX bottlenecks and enabling improvements that increased conversion by nearly 10%. To re-engage onboarding drop-offs, action-based notifications were triggered by key behaviors such as registration visits or inactivity after first launch.

Linking Crashes to User Context for Faster Resolution and Enhanced Stability

Kuveyt Türk integrated Dataroid’s crash analytics with behavioral and engagement data, capturing users’ last actions, triggered messages, and SDK-level events alongside each crash. This context made previously silent or hard-to-reproduce problems fully traceable, allowing engineering teams to prioritize fixes based on real user impact and deliver a more stable mobile banking experience.

Laptop screen displaying a diagnostics dashboard titled 'Crashes' with left navigation and a line chart of user stability over seven days.
Two smartphones showing a finance app with a pop-up survey prompt reading 'Tell us how your money transfer went—take our quick survey.'

Boosting NPS Response Rates 20x with Contextual In-App Surveys

Kuveyt Türk deployed Dataroid-powered in-app surveys to users immediately after completing high-impact flows like bill payments, precious metal purchases, card statement views, and tax payments. By capturing feedback while the experience was still fresh, the bank collected in under a month what previously took several months, achieving nearly 20x faster data collection and unlocking far more timely, reliable customer insights.

Key results

Enhanced funnel optimization and reduced customer acquisition cost

Improved user retention through proactive onboarding recovery

Enhanced engineering efficiency through crash context visibility

More precise sentiment measurement around key banking transactions

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