Customer issue ownership

Customer issue ownership

Description

When it comes to finances, nobody wants to feel like just another number. Our clients want personal service provided by staff that care. And should there be a problem, they expect their bank to take responsibility and solve it as quickly as possible - always putting their interests first. Our employees conduct closed-loop feedback meetings with clients that help them improve the bank’s service by taking targeted action.

Value created

  • We measure client satisfaction by means of the Net Promoter Score (NPS) and closed-loop feedback. 
  • Our client loyalty programme gives clients discounts on banking products and exclusive deals retailers. 
  • We lowered the Private Banking threshold, giving more clients access to these services and expertise.

Net Promoter Score

Retail Banking
2015 -23
2016 -15

Net Promoter Score

Private Banking
2015 -4
2016 -1

Net Promoter Score

Corporate Banking
2015 -2
2016 6