FIRST UKRAINIAN INTERNATIONAL BANK (FUIB) has completed the second “Mystery Shopping” survey of the Bank’s customer service quality carried out by 4Service independent consulting firm. The survey was carried out as part of the FUIB’s customer service assurance framework.

The survey included the diagnostics of the customer service in the network, in particular, service to individual and corporate customers, cash office services and ATM operations. According to findings of the survey the total (customer service quality) index of the FUIB’s network is within “good” category (82.66 points), which corresponds to the FUIB’s targets based on the customer need survey. As the whole, the customer service indicators improved at all outlets of the Bank.

FUIB consistently takes measured aimed at enhancing the quality of its services and does its best to improve its customer service. To meet the needs and expectations of its customers FUIB introduced the uniform Customer Service Standards for Outlets and Call Centre. The Bank established the Customer Service Assurance Division to manage the customer complaints and propositions communicated through the Call Centre, outlets, customer feedback book, social media.

“FUIB’s goal is to stand out among its peers through services, formats and to be a strong competitor against the leading players in the financial market,” said Konstantin Vaysman, Chairman of the FUIB’s Management Board. “In 2012 we will improve further our customer service quality standards, measure customer satisfaction, introduce the customer service control methodologies and regularly deal with complaints and propositions. I am confident that all these activities will help FUIB to become the banking service role model, the bank all other banks will try to follow.”

“Despite the fact that according to findings of the survey FUIB’s customer service indicators are good, for us sky is the limit. We try to deliver more than just good, but the best customer service in banking, monitoring the latest trends and customer needs,” said Tatyana Chernenko, Head of FUIB’s Strategic Marketing.