“Listening 100%” according to European standards
As it was announced at the Media conference, in line with its strategy to merit its business success not only according to financial results and market position, but according to the satisfaction of its clients with its products and rendered services as well, in collaboration with GfK Eurisko, Banca Intesa has launched the program named, “Listening 100%”. This program, developed in line with the European Customer Satisfaction Index Methodology, covers continual monitoring and measuring clients’ satisfaction with the Bank’s products and services rendered, all with a view to upgrade the quality of services and enhance clients’ satisfaction.
The “Listening 100 %” Program has been initiated on a unique principle, on the level of entire Gruppo Intesa Sanpaolo. The basic idea was to gradually include the quality of services and customer satisfaction index in the system evaluating business success and performance of employees on all levels of Banca Intesa, as well as on the level of Gruppo Intesa Sanpaolo as a whole. In other words, this program is now being implemented in the subsidiaries of Intesa Sanpaolo that operate in ten countries in the region of Central, East and Southeast Europe and Mediterranean basin. Thus, in addition to financial results, Gruppo Intesa Sanpaolo gradually introduces qualitative indicators for business success relating to the level of clients’ satisfaction with the Bank’s services.
As it was emphasized by Mr. Dejan Tešić, the member of the Executive Board of Banca Intesa, the program for evaluating clients’ satisfaction has been methodologically harmonized with the standards prescribed by European Customer Satisfaction Index, being regularly published by the European Organization of Quality. It has been more than seven years that this program gives credible and reliable information.
“By listening to its clients, the Bank is in a position to better know and understand their clients’ needs, in order to respond in a best possible way and thus create even better conditions needed to establish long-term business relations.
The first initiative within the “Listening 100%” Program included measuring clients’ satisfaction from the retail segment, with products and services rendered by Banca Intesa, on the level of the entire Bank, as well as on the level of specific regions (Belgrade, Novi Sad, Niš, Kragujevac, Pančevo i Užice), and particular branch offices. It was a telephone poll conducted in first quarter of 2008, based on the prior consent given by clients by concluding the contract with the Bank.
In order to establish the position of Banca Intesa related to clients’ satisfaction, on the Serbian market, a special survey has been conducted on the level of whole market, employing random sample method.
The results reached indicate that Banca Intesa is the leading bank in terms of the level of the customer satisfaction index. This only confirms its leading position’, stressed Mr. Dejan Tešić.
Apart from testing clients’ satisfaction, the ‘Listening 100%‘ Program also includes the organized manner of gathering and solving clients’ objections and accepting suggestions and comments, to which Banca Intesa pays particular attention. Clients may address their suggestions and objections to all available Bank’s channels (in branch offices, via internet site, email, fax and mail).
“As commitment to clients is the permanent orientation of Banca Intesa, the ‘Listening 100%‘ Program shall be continually expanded by launching new initiatives. The final goal of the Program is to improve relations between the Bank and its clients, with a strong focus on clients’ satisfaction and upgrading quality of products and services. Listening and considering clients opinions and attitudes, as well as understanding their need stands for the basic culture of services rendered by Banca Intesa”, was concluded by Dejan Tešić.