FUIB was one of the first Ukrainian banks that introduced customer service quality standards. Today, on 19 March, the International Day of Customer, FUIB reports on the results of 3 year work of its service quality management system.
For 3 years the bank has been making researches “Mystery Shopper” and “Mystery Call” on a quarterly basis and measuring customer satisfaction index (CSI) on an annual basis. In the first year this allowed us to determine strengths and weaknesses of service in the bank to develop the strategy of service improvement. Within next two years all processes in the bank were assessed for meeting the expectations of clients. This allowed FUIB to become and remain one of TOP 3 banks with the best service level and the best quality of services according to the portal Banki.ua.
“Service quality remains a part of the strategy of the bank. In this difficult time not many financial institutions can afford the improvement of service quality but we see it as our competitive advantage. We do not reduce standards, we improve them. All our efforts are focused on gaining and retention of trust and loyalty of our clients. Clients are the key value of the bank, they help us become better”, notes Natalia Shmatko, the Head of Quality and Standards Division of the Strategic Marketing Department, FUIB.
In 2015 the bank launched the program “FUIB Truth”. The researches of 2014 showed that one of the factors influencing the loyalty of clients is honesty and openness of the bank. FUIB quality declaration consists of 12 rules-truths based on the implemented standards. Such approach allows the client to understand what he/she is entitled to receive having applied to FUIB. At the same time the employees of the bank see and know what they are obliged to provide to the client. Implementation of the program “FUIB Truth” has already produced first results that allowed us to improve serving in the bank and make clients more loyal. FUIB is open for comments and suggestions from its clients at the website, by telephone, in social networks.
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