Customer-centricity – Introduction
Customer-centricity means considering every banking activity and process from the perspective of the customer and their needs. We focus on providing products and services that give our customers a sense of security, satisfaction and individual treatment. We focus on this goal already at the solution design stage.
- GRI:
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103-1 Explanation of the material topics and their boundaries for the topic: Customer service quality and customer satisfactionExplanation of the material topics and their boundaries for the topic: Customer service quality and customer satisfaction
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103-2 Approach to management of topics identified as material and their boundaries for the topic: Customer service quality and customer satisfactionApproach to management of topics identified as material and their boundaries for the topic: Customer service quality and customer satisfaction
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103-3 Evaluation of the management approach to topics identified as material for the topic: Customer service quality and customer satisfactionEvaluation of the management approach to topics identified as material for the topic: Customer service quality and customer satisfaction
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Custom indicator Main actions to increase customer satisfactionMain actions to increase customer satisfaction
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ESG: S – Society Our approach to Social ResponsibilityOur approach to Social Responsibility
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PRB 3 Clients and Customers Clients and Customers – We will work responsibly with our clients and our customers to encourage sustainable practices and enable economic activities that create shared prosperity for current and future generations.Clients and Customers – We will work responsibly with our clients and our customers to encourage sustainable practices and enable economic activities that create shared prosperity for current and future generations.
We focus on the changing needs of customers at different stages of their lives as a fundamental element in improving the delivery of our brand promise: „Bank As You Want It” and „You Bank As You Want”. Survey results confirm that we succeed in delivering on this promise.
Our priority is to build a positive customer experience. The entire bank team is involved in the fulfilment of our mission statement „We help people and businesses prosper”. Within the framework of the annual objectives, each employee is required to pursue at least one goal related to enhancing the quality of customer experience.
In 2020, we founded our customer experience management strategy around three main pillars:
Listening to the voice of customer with in-depth analysis of business data and market trends
Service design
Customer-centric support projects, e.g. plain language standard for communication
Product design
Products, processes and customer communication channels are designed using the Service Design methodology to continually improve customer satisfaction and build lasting relationships.
In the process of creating value for customers, employees are a key element. We emphasise the development of a friendly working environment and an internal culture within the organisation, which increases employee commitment and professionalism.
We work on the development of new, technologically advanced banking solutions. We try to recognise the needs of our customers and find out what is particularly important to them in today’s world. We strive to change and adapt our offer so that it does not exclude anyone or overlook any important aspect of banking.
