In 2021, the Customer satisfaction (CSI) and the NPS (Net Promoter Score) indices were incorporated again in the objectives of most of the organizational units of the Bank, including the Management Board. This means that Customer satisfaction and loyalty are of key importance to the Bank’s activities.
The Bank still conducts internal retail Customer surveys:
- relational surveys – conducted among Customers in the Primary Customer segment, measuring the level of Customers’ loyalty and their satisfaction with cooperation with the Bank, encompassing the whole of the Customer’s experience;
- transactional surveys – conducted at the key points of contact between the Customer and the Bank, immediately after the event, measuring satisfaction with a given interaction, which is defined in space and time, and the Bank’s NPS following the Customer’s recent experience in connection with that event.
As part of relational surveys, in 2021 internal relational surveys of Personal Banking Customers and SME Customers were carried out for the first time. Both surveys will be continued in 2022.
Tests were also conducted using a voicebot – this technique is used permanently to conduct relational surveys of Customers in the Primary Customer segment.
In the transactional survey area, the network of surveys on the iPKO transactional platform has been developed very strongly – currently, we are asking Customers for their opinions following the completion of over 40 requests and instructions. In 2021, questionnaires were also implemented in the IKO mobile application.
In addition, a questionnaire was implemented on the iPKO transactional platform, which is available to any Customer after logging in – the Customer may share his/her opinion at a convenient moment, on a topic that is important to him or her.
In total, in 2021 the Bank collected over 500 thousand surveys using various methods, including the remote channels (over 230 thousand interviews in 2020). There are plans to further increase the number of processes monitored, especially the service processes following the purchase of a product.