Customer issue ownership

Customer issue ownership

Description

Our employees are keen to listen to our clients and to learn from their feedback. Taking ownership in this way gives them a sense of pride and responsibility. Staff reach out to clients by conducting closed-loop feedback meetings. They use this input to improve the client experience.

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