RepoRt on - BNP Paribas

measuring customer satisfaction
since 2002, french retail banking has
introduced and developed several ways
of measuring the satisfaction of its 6 million
customers in all categories, i.e. personal
customers, small businesses and
entrepreneurs, corporate and non-profit
customers, private banking customers
57 <strong>RepoRt</strong> on CoRpoRate SoCial and enviRonmental ReSponSibility
and staff. barometers were developed
to measure satisfaction with specific services
such as the customer call centre,
the online customer support centre,
and account statements. satisfaction
was also measured at a key point in the
bank/client relationship.
TOOLS USED bY bNP PARIbAS IN 2009 - MAIN cUSTOMER SATISFAcTION MEASURES
2009 tools comments
BNP Paribas Private Banking
Customer Relations Centre
Calls made by the Customer Relations Centre
Small businesses and entrepreneurs
Corporate and non-profit customers
Employees
Clients who have filed complaints
bnpparibas.net users
2,200 interviews were carried out with a representative sample of Private Banking
clients. For the second consecutive year, the results showed the effect of the recession,
which has hurt wealthy savers and damaged the image of banks. Wealthy
customers are attracted to BNP Paribas’ status as a top-ranking bank.
150 interviews were carried out every month with a representative sample of call
centre users. Performance indicators were issued monthly and a summary report
was issued every six months.
To calculate this new indicator, which was launched in 2009, a representative
sample of 100 customers contacted by the call centre is surveyed every month.
Performance indicators were issued monthly and a summary report was issued
every six months.
2,400 interviews were carried out with a representative sample of entrepreneur
and small business clients. After a sharp improvement in the satisfaction of
small-business and entrepreneur customers between 2005 and 2008, there
was a decline in 2009 as a result of the recession. However, as in the personal
customer segment, BNP Paribas remains attractive to these customers.
In early 2009, 2,760 interviews were carried out with a representative sample of
corporate and non-profit clients using Business Centres. Satisfaction among these
clients increased for the fourth year in a row. despite the recession, satisfaction
rates among corporate and non-profit customers rose further, in line with commercial
results. The main factor remains the mix between “relationship quality and
competitiveness”. A high level of satisfaction was achieved, and the increase was
seen across all customer segments.
1,500 employee-clients, including 700 Paris Lafitte customers and 800 customers
at other branches, were surveyed, taking a representative sample of all employeeclients.
Results have been improving steadily over the past five years.
120 interviews were carried out with a representative sample of clients whose
complaint was handled in the previous month. Performance indicators were communicated
monthly at national level and quarterly at regional level.
To calculate this new indicator, introduced in 2009, 200 customers using the online
banking service are surveyed. Performance indicators are issued quarterly and a
summary report is issued every year.