First Ukrainian International Bank (FUIB) has been recognised by the Bank’s customers, readers of Banki.ua portal, the Ukraine’s best bank at customer service.
The public rankings of the Ukraine’s banks at Banki.ua portal is a single platform for assessing the activities of Ukrainian financial institutions. Customers of banks, applying a five-point grading scale, assess the quality of the provided customer services. In addition to the assessment, the customer leaves a detailed comment, reasoning his assessment of the bank’s work.
During the second half of 2013, FUIB permanently stood at the first position in the Public Rankings of Banks. In their positive feedbacks left throughout 2013, customers described the quality of customer service at various points of interacting with the bank: outlets and the Call Centre of FUIB. The majority of those customers have been served by First Ukrainian for 3-8 years so far, they got fully convinced of the reliability of the financial institution of their choice.
The customers point out that, while selling a new banking product, managers at FUIB explain the terms of the agreement up to the minor details, and in case of difficulties, the customer support service promptly resolves them. FUIB works individually on every feedback or complaint, avoiding standard templates: specifies in the responses the reasons behind the situations in question and ways towards their resolution.
Natalya Shmatko, Head of Customer Service Quality Management at FUIB: “For First Ukrainian, high-quality customer service is one of the priorities to make us the bank of first choice for customers. At our bank, we gather and analyse all customer feedbacks: complaints, propositions and acknowledgements. Upon listening to its customer, First Ukrainian promptly and properly reacts, takes measures aimed at improving processes, products, communications, and customer service. We aspire that, after contacting our bank, the customer will be pleased to recommend us to his acquaintances and friends.
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