Intesa Sanpaolo aims to be a reference point for its customers, responding to their needs and maximizing their satisfaction through a careful monitoring of the quality of service provided and perceived.
The path of innovation of services, products and processes undertook by Intesa Sanpaolo in 2015 lead to a radical change in the relationship with its customers, with the adoption of a new way of "design thinking", that starts from listening in order to draw a consistent experience in line with customer needs.
Before developing and launching a product or service, a customer needs analysis is carried out, in order to design it and make it consistent with business requirements; after the launch, the listening continues at a stage of fine-tuning and measuring the customer experience in all of the customer contact and customer relations areas (touchpoint). In building this dialogue, customer satisfaction surveys, conducted for all types of customers, take on a fundamental role as well as a careful and timely handling of complaints, to identify possible interventions to reduce operational, reputational and legal risks and enhance the bank-customer relationship.
Carefully monitoring the service quality becomes crucial: this is the aim of SEIok, which is a monitoring tool, but also an operative one to answer to the increasing customer expectations.
SEIok provides the "Branch Excellence" indicator through 4 families of indices:
Operational excellence, which measures compliance with regulations and accuracy in daily operations;
Service excellence, which measures the excellence provided to ensure a timely and valuable service in all the contact points;
Credit Excellence, which measures excellence in credit management, which is risk prevention, but also care and enhancement of relation;
Net Promoter Score, which measures the overall excellence perceived by customers on the basis of propensity to recommend the bank to friends or relatives.
Checking the results can help to detect areas for improvement and to address the necessary interventions to improve customer experience.