Banken for en verden i endring The bank for a ... - BNP Paribas

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Banken for en verden i endring The bank for a ... - BNP Paribas

• relations with clients and suppliers / listening to our clients and meeting their needs

This success was recognised by the market,

with three awards bestowed in 2006:

the Qualiweb/Stratégies award for the best

online client relationship in the banking

industry, the “Clic d’or de la mobilité” prize for

mobile.bnpparibas.net, awarded by CB News,

and Top Com bronze in the multi-media category,

consumer e-commerce section, awarded

by L’Expression and TF1.

Measuring client satisfaction

Several systems have been implemented since

2002 to better assess the satisfaction of the

retail network’s six million clients in France.

Barometers have been developed to measure

satisfaction in each client category – individuals,

entrepreneurs and small business clients,

corporations, associations and private banking

clients – and to assess client user perceptions

of the quality of service received from the

Client Relations Centre. The results show that

the overall level of satisfaction of BNP Paribas

Private Banking clients improves each year.

For its individual and small business clients,

French Retail Banking implemented a system

that measures client satisfaction on a yearly

basis. This barometer of service quality is applied

by each operating entity and thus serves as a

tool for local-level improvement. Local managers

can adjust their coaching of sales teams

and develop local action plans based on the

new indicators. In 2006, the number of people

interviewed increased by more than 6% from

2005 to 64,000. New questions were added

concerning product offerings, online banking,

bank charges and intentions to carry out transactions

with Private Banking or to recommend

it to another person. Nearly two out of every

three clients recommend BNP Paribas Private

Banking to their circle of friends.

Other systems are in place to monitor, through

regular surveys, the satisfaction of clients in

the professional, corporate, and association

categories and of Private Banking customers. A

satisfaction index for corporate clients, measured

in each Business Centre, takes into account the

characteristics of local markets.

92 BNP PARIBAS AND ITS STAKEHOLDERS

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