Transparency and dialogue with customers

Compliance with regulations

  • GRI:
  • Compliance with laws and regulations2-27
    Compliance with laws and regulations

Priorities in 2021:

  • Just like in 2020, we focused on ensuring compliance with regulatory requirements as part of the digital transformation of banking services, with a particular focus on cyber security issues, which are described in section Customer Relations.
  • We have continued to develop standards and best practice for serving vulnerable customers, with a focus on persons aged 60 plus.

Reported fraud and irregularities

In 2021, a total of 205 cases were reported to the whistleblowing channels operating at the bank.

Each registered report was analysed in detail, considered and explained. Some of these reports were confirmed and the employees guilty of negligence were subject to adequate sanctions commensurate with the identified irregularities. Among the reported non-conformances, there were no material breaches that could affect the bank’s reputation.

Customer satisfaction surveys

  • GRI:
  • Total number of incidents of non-compliance with regulations and/or voluntary codes concerning product and service information and labelling417-2
    Total number of incidents of non-compliance with regulations and/or voluntary codes concerning product and service information and labelling
  • Total number of incidents of non-compliance with regulations and/or voluntary codes concerning marketing communications417-3
    Total number of incidents of non-compliance with regulations and/or voluntary codes concerning marketing communications
  • Value of significant fines and non-monetary sanctions for non-compliance with laws and/or regulations419-1
    Value of significant fines and non-monetary sanctions for non-compliance with laws and/or regulations

In 2021:

0 – Total number of non-financial sanctions for non-compliance with laws and regulations ( regarding services and products, offering and/or customer relations).

0 – Total number of cases of non-compliance with regulations and voluntary codes governing marketing communications.

0 – Total number of cases of non-compliance with regulations and voluntary codes governing labelling and information on products and services.

0 – Amount of significant fines and total number of non-financial sanctions for non-compliance with laws and regulations (regarding services and products, offering and/or customer relations).

Customer satisfaction surveys

  • GRI:
  • Management of material topics (identified as material in the materiality matrix) 3 for the topic: Positive Customer Experience (NPS)3-3
    Management of material topics (identified as material in the materiality matrix) 3 for the topic: Positive Customer Experience (NPS)
  • Results of customer satisfaction measurementCustom indicator
    Results of customer satisfaction measurement

We conduct customer satisfaction and loyalty surveys on a continuous basis in three perspectives:

  • after purchasing a bank’s product or interacting with the bank;
  • relational surveys, conducted on our entire customer base;
  • benchmarking, showing how we compare to our competitors.

We continue to carry out research to deepen the customer’s point of view and their expectations of the products and services being implemented.

Customer loyalty - NPS

Customer loyalty and their willingness to recommend a brand is measured by the NPS (Net Promoter Score) indicator, which is one of the main indicators monitored in our bank. NPS is also an element of incentive systems for all employees.

At the end of 2021, the level of retail customer loyalty according to the NPS indicator was 47%, which is an increase of 3 percentage points compared to 2020.

  • 50.9
     
    %
    Retail customers’ satisfaction with helpline services according to SAT-NET index*
  • 1,747
     
    Number of retail customers who took part in the SAT-NET survey
  • 44.2
     
    %
    SME customers’ satisfaction with helpline services according to SAT-NET index
  • 1,659
     
    Number of SME customers surveyed by SAT-NET

* There has been a change in the way the satisfaction index is calculated in 2021 compared to 2020. The satisfaction index for 2021 is calculated as the difference between the proportion of customers rating overall satisfaction at 9 and 10 (10 being the maximum value) and the proportion of customers rating overall satisfaction on a scale of 0-6 (where 0 is the minimum possible value).

We conduct regular monthly monitoring of current NPS results for all segments at the Management Board level and, in addition, a detailed review of the results for the Retail segment is carried out.