ING Bank Śląski S.A. is open to the dialogue with clients. The Bank applies customer centricity approach, provides various communication channels and regularly conducts opinion surveys.
The Bank systematically develops tools for communication with the clients and adjusts them to their needs:
Communication with clients. In 2013, Bank contacted individual clients using both traditional service channels such as visiting the branch, e-mail or phone, as well as modern channels such as social media.New retail clients and entrepreneurs benefited from the Honeymoon programme which facilitates fully and adequately leverage potential arising from cooperation with ING Bank Śląski S.A. To begin with, the new clients received a welcome package consisting of - apart from contact details - a gift being a free 90-day version of an antivirus software. Entrepreneurs who logged into the electronic banking system could also order 100 business cards, free of charge.
In the previous year, the Bank widely used social media for communication purposes:
ING Bank Śląski S.A. forum at www.forum.ingbank.pl (in December 2013, it was visited by more than 55 thousand people);
instant messenger Skype (the number of connections in 2013 was nearly 8 thousand);
Facebook profile http://www.facebook.com/INGBankSlaski (there were 107 thousand fans at the end of the year);
video channel on YouTube http://www.youtube.com/ingbsk (3.3 million views in 2013);
account on Twitter http://twitter.com/INGBankSlaski (set up in April 2013, 250 followers). As in the previous years, to live up to the corporate clients’ needs, the Bank organized a series of educational meetings attended by ING economists and authority figures on the Polish market in the field of economy and finance, such professor Grzegorz Kołodko or professor Witold Orłowski. In 2013, a few dozen of meetings devoted to products were held, offering a great opportunity to expand knowledge on lease, factoring, trade finance (with special emphasis on aspects of trading with China) and European funds.
Customer Satisfaction Surveys. In 2013, ING Bank Śląski S.A. introduced new customer satisfaction survey for individual and personal banking clients. The ECSI method applies to virtually all areas of Bank activity: products, channels, service quality and company’s image. Over the year, the Net Promoter Score (NPS) survey was also continued on a weekly basis, measuring the number of individual clients references. The survey was conducted via email and it covered persons using, among other things, personal account, savings account, mobile and internet banking, as well as cash loan.In 2013, also the other customer contact channels were monitored: mobile banking, Contact Centre and banking forum. Moreover, an array of innovative research was done, e.g. processes or client needs and expectations surveys.
In the retail client area, the Mystery Shopper survey, monitoring the customer service quality, was being carried out. Moreover, the Mystery Caller streamlining the customer service in ING Bank Śląski S.A. Help-Line was held on a regular basis. Also, a new model of customer service was introduced, based on the examined needs, expectations and preferences of clients using bank services.
In 2013, the corporate clients also participated in the service satisfactions surveys. Hence, clients opinion about the offer and service quality, as well as other aspects of cooperation Bank, was regularly monitored.
The customer satisfaction survey under the NPS methodology in the strategic client segment was implemented at 2013 year-end. First batches of e-mail surveys with questions on the whole scope of cooperation with the Bank were sent to CFO of 100 strategic clients. Such approach will be continued in 2014.
Complaint Analysis. ING Bank Śląski S.A. clients increasingly use the electronic channels of complaint handling. By dint of it they have the possibility of lodging their complaint and having it resolved throughout 7 days a week, 24 hours a day. In 2013, communication with our clients was streamlined through including a text message notification to the complaint handling process. The reasons behind complaints were thoroughly analysed, and the process itself was included in NPS, customer satisfaction survey. More frequently, the complaints were also investigated during the first contact with the client. At the end of 2013, nearly half of the complaints were resolved within 24 hours.In 2013, ING Bank Śląski S.A. continued actions as regards vendors self-registering and qualifications. Due to these efforts, 260 vendors registered themselves in the system dedicated to those processes via the Bank website.
In the course of the last year, ING Bank Śląski S.A. Vendors Code of Conduct became part and parcel of agreements concluded with the vendors. Thereby, each Bank vendor declares to abide by the norms set out by the Code. These are: observing the applicable laws in relations with the employees, including employees’ rights, as well as respecting personal dignity, privacy and rights of an individual. Vendors should also provide their employees with safe and harmless workplace in health terms and consider environment protection by striving for reducing environmental burden as part of their business and shall undertake actions leading to environment improvement. Moreover, vendors should observe prohibition of forced labour, child labour, corruption and discrimination.
The Bank vendors actively used the Aleo trading and auction platform for companies, launched in 2013. Following registration, they could participate in auctions organized under the Bank tender proceedings. Nearly 60 auctions were organised via the platform. ING Bank Śląski S.A. vendors and Bank clients could also use the platform to support their own procurement processes.