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FUIB Summarises Findings of “Mystery Shopping” Survey for 2012
09 January 2013
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First Ukrainian International Bank (FUIB) pays special attention to customer service quality at all customer interaction points. For the daily customer service quality to meet customer needs FUIB holds regular customer service quality surveys applying “Mystery Shopping” methodology with support from 4Service consulting company. Throughout 2012 the experts – mystery shoppers assessed the customer service quality pretending to be prospective customers contacting the bank’s outlets and customer support centre (Call Centre).

According to the survey findings for the 4th quarter of 2012 the total customer service quality index at the FUIB’s branch network, as before, falls within “excellent” category and scores 94.5 out of 100, which is 1.56 scores up compared to the results for the previous quarter. As compared to the results obtained at the year-beginning, the index strengthened by 11.92 scores.

It is notable that over the 4th quarter of 2012 84.2% of the outlets of FUIB demonstrated the total customer service quality index of 90 scores and higher (“excellent”). This is 10% more outlets quarter-over-quarter, which demonstrates the positive dynamic and confirms the high customer service quality at the bank’s network.

Over the last year the customer service quality index at FUIB grew by almost 12 scores, which is an excellent result for the business. Alongside with permanent surveys we regularly take various measures aimed at customer service quality enhancement. Inter alia, we implemented the new customer service patterns and new procedure for managing customer feedback, personnel training and motivation. Such a systemic and consistent work of FUIB on establishing relationship with customers is the foundation ensuring our bank’s business success,” comments Tatyana Chernenko, Head of Strategic Marketing Department of FUIB.

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