Our approach to research is multi-dimensional. We evolve along with the needs of Customers and changes at the Bank. We periodically collect Customer opinions and analyse them daily. The Bank’s employees have access to research results through the #KLIENT platform, which is currently used by over 10 thousand of our employees and representatives of partner companies. The data is updated automatically when Customers complete surveys. The platform is not only a source of knowledge about the results of research and Customer feedback – results and reports are shared on an ongoing basis within the Bank. We combine them with operational and complaint data. We join perspectives. Thus, we were able to create detailed recommendations for specific business lines.
In 2021, we achieved the highest NPS level since the beginning of the study. We have also introduced Customer Journey research, which allows us to respond to the needs of Customers on an ongoing basis. Furthermore, we tested new qualitative research methods, such as VoiceBot and online surveys. We intend to implement some of the solutions within the following year.
In March 2021, the Bank received awards in six categories in the 6th edition of the „Institution of the Year” competition. We won in the „Best service in remote channels” and „Best bank for companies” categories, as well as in the most important one – „Best bank in Poland”. The remaining trophies were awarded for „Best service in a branch”, „Best online banking”, and „Best remote account opening process”. Currently, competition organisers are carrying out research for another edition. After three waves of research, we are among the leaders, both as regards service in branches and remote channels.
In 2021, the Bank’s Contact Center received the ISO 18295 certificate once again. It is an international standard for the quality management of CCC services. The audit passed by our Contact Center and the certification of compliance with the ISO 18295 standard confirm the high quality of our services.