We are gaining more and more knowledge about customers’ expectations in order to tailor solutions to their needs even better. We are consulting them on the solutions we are planning. That’s why in 2023 we expanded our existing research scope to include new processes and customer groups. A greater number of opinions collected allows us to conduct analyses in conjunction with other data sources and eliminate potential problems more quickly. We regularly conduct surveys on customers’ satisfaction with cooperation with caregivers and their satisfaction after using remote channels, self-service, in-branch service and post-processing.
Responsibility
Caring for good customer experience
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In 2023, we focused on improving customer satisfaction and identified priority directions and an action plan that will put us among the leaders in Net Promoter Score.
We did a comprehensive review of all areas that customers indicated to us as needing attention. We identified elements for improvement and designed activities to improve the customer experience as soon as possible.
We designed a modern customer experience management model that covers all business segments. The model sets the direction in which we will develop to make our customers the most satisfied of all those using banking services. We aim to make them even more appreciative of our offerings and service and more willing to recommend our bank to others.
We have accelerated the process of responding to customer dissatisfaction in various segments. This was made possible by improving the system of quick notifications to the employees who serve them.
Starting in 2023, our customers can more effectively evaluate the work of our branches. In Google Business Profile, we get ongoing information from them about their experience visiting the facilities. We respond to all customer feedback.
- We recorded one of the highest NPS increases in the banking market in the survey of individual customers by 10 p.p. in Q4 2023 compared to Q4 2022.
- In the overall Golden Banker ranking, we moved up one place from the previous year and ranked 5th. We saw the biggest increase in service at the branch from 8th to 4th place.
- In Newsweek’s Friendly Bank ranking in the category of Bank for the Average Individual, we rose from 8th to 5th place.
- In the Forbes ranking in the category of Company Friendly Bank 2023, we continue to be among the leaders, taking 3rd place.
- In the overall ranking of Institution of the Year 2023, we ranked 3rd on the podium, up three places from the previous year.
Culture of plain language
- Introduced new simplified sample regulations and contracts,
- we strengthened the team of plain language consultants with more people working in the bank’s organizational units, whose work has a significant impact on building a good customer experience. The consultants support employees daily in simplifying documents, letters, handouts and communications,
- trained several hundred new employees in the basics of creating simple and correct texts,
- conducted a number of training workshops for those who conduct correspondence with customers,
- as part of the “Simple Polish” program, we run an intranet compendium of simple language knowledge.
Representatives of our Bank are active participants in the working group on simple communication at the Polish Bank Association. Within this group, we share experience and co-create standards for banking communication.