Responsible Sales and Quality Management
With our customers in mind, we have developed a modern customer experience management model that encompasses all business segments. This model defines the strategic direction for our development, aiming to enhance customer satisfaction with our services, increase appreciation of our product offering and service quality, and encourage customers to recommend our Bank.
We continuously expand our knowledge of customer expectations to better tailor our solutions to their needs. We actively seek customer feedback on our planned initiatives. In 2024, we expanded the scope of our customer research to include new processes and customer segments. The increased volume of collected feedback enables us to conduct more comprehensive analyses, integrating multiple data sources to swiftly address potential issues. We regularly assess customer satisfaction regarding interactions with relationship managers, remote service channels, self-service solutions, branch-based support, and completed service processes.
For customers engaging with our branch services, we are developing new conversation standards for selected products. We actively promote a culture of customer feedback collection to refine service quality and build lasting relationships.
Since 2023, our customers have been able to provide more effective evaluations of our branches through Google Business Profile, allowing us to receive real-time feedback on their experiences. We respond to all customer feedback.
We provide training for both new and experienced advisors to enhance their skills in delivering high-quality customer service and conducting effective sales conversations. This training is available both online and in-person. Additionally, we regularly develop “knowledge capsules” for all frontline employees. These initiatives have yielded positive results, with consistent quarterly improvements in service quality metrics since early 2023.
We are committed to fostering a culture of clear and straightforward communication within our Bank. The initiatives undertaken in 2024 form part of an ongoing effort to simplify language, ensuring that our communications are customer-friendly and easily comprehensible. Our goal is to eliminate unnecessary formalities and establish a communication style that resonates with all customers.
To improve service quality in 2024, we:
- Initiated the standardisation of banking document layouts;
- Expanded our team of plain language consultants, incorporating additional specialists from key organisational units to support customer experience improvements. These consultants assist employees in simplifying documents, letters, informational materials, and internal communications;
- Trained hundreds of new employees on the fundamentals of writing clear and precise texts.
- Conducted numerous workshops for those responsible for drafting customer regulations and agreements.
- Launched an internal knowledge hub on plain language as part of the “Prosto po polsku”;
- Simplified long-standing customer documents and adopted a legal design approach to the creation of new materials;
- Actively participated in the Plain Language Working Group at the Polish Bank Association (Związek Banków Polskich). Within this group, we share experience and co-create standards for banking communication.