Presentation (correction slide 18) - Dexia.com
Presentation (correction slide 18) - Dexia.com
Presentation (correction slide 18) - Dexia.com
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Client satisfaction: First signs of recovery after the crisis<br />
Net Promoter Score (NPS)<br />
trending up across client segments<br />
Client satisfaction monitoring<br />
embedded in RCB management<br />
Improvement between Sept 2009 & April 2010<br />
Retail<br />
<br />
+ 4% pts<br />
Client satisfaction scores as key<br />
indicators to measure health of our client<br />
base<br />
Affluent<br />
<br />
+ 10% pts<br />
Continuous tracking of NPS scores per<br />
segment through regular client surveys<br />
since 2009<br />
Business<br />
<br />
+ 6% pts<br />
RCB serving as pilot for other <strong>Dexia</strong><br />
Group businesses<br />
77<br />
NPS Methodology<br />
“On a scale from 0 to 10, how<br />
likely are you to<br />
re<strong>com</strong>mend <strong>Dexia</strong> to family<br />
and friends?”<br />
% Promoters (9-10)<br />
minus<br />
% Detractors (0-6)<br />
= Net Promoter Score (NPS)
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