PRAVEX BANK conducted the customer satisfaction survey regarding the level of service both in branches and online. According to the survey, 80% of respondents expressed full satisfaction with the Bank's services.
The survey showed consistently positive dynamics of feedback, which indicates a high level of service. The Bank talked to almost 3,000 customers, most of whom noted the high quality of service, especially in branches. Furthermore, many positive comments were received regarding the functionality and convenience of the PRAVEX ONLINE app.
The results of the survey indicate significant progress in the development of banking services: the loyalty index (NPS) increased to 50, and the customer satisfaction index (CSI) amounted to 9.24 out of 10.
“The comfort and satisfaction of our customers is our top priority, so each such survey is important for improving our processes. The results of this year's survey not only confirmed the correctness of the chosen path of maximum digitalization, but also helped us to identify priority areas of development. We always work proactively to not only meet the needs of our customers, but also exceed their expectations,” said Nadiia Sofiiuk, Head of CRM and Customer Satisfaction Office of the Business Division of PRAVEX BANK.
Customer opinion research is an important tool for assessing trust and finding opportunities for continuous service improvement. PRAVEX BANK, as a part of the Intesa Sanpaolo Group, actively works to ensure that each client feels supported and trusted at all stages of interaction.
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