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.
For the Bank of Territories Division, the management model in this field is guided by the active listening of Retail customers and Companies on the experiences of the use of services on different channels and in the many opportunities of interaction with customers and Ability to turn feedback into continuous improvement interventions. The Guide Tool is an integrated system of surveys and analyses throughout the life cycle of relations with the Bank, in a perspective of listening and analysis and subsequent corrective action. Attention to the customer is characterized from: • the monitoring of satisfaction and the collection of opinions and suggestions to identify opportunities for improvement both in products and services and in interactions with the Bank; • an approach oriented to the protection and satisfaction of the customer, measured by the detection of the Net Promoter Score (NPS), the judgement that detects the willingness to advise the Bank; • the definition and monitoring of quality KPIS, measured through four indices (NPS and indexes of excellence in service, operational and credit) whose results, published within the SEIok portal, contribute to the determination of the Premium Result Variable of branches and areas of the Bank of Territories Division; • prompt and timely management of complaints that detects the causes of dissatisfaction by allowing to identify any corrective interventions to reduce the operational and reputational risks.
Already starting from the design phase of the new products, the evidences emerged from the evaluations of the behaviour of the customers and from the market benchmarks allow to detect the latent needs and become an element in support of the definition and the design of products and services. Particularly important for the highly innovative services is the next phase of recognition of the approval of new projects that, thanks to the involvement of target users in focus groups and usage tests, allows to suggest improvements of the proposals already during their conception.
The surveys of Customer experience monitor the listening of the customer continuously during the real use of the products and services: In this phase, the detection process is activated downstream of an interaction with the Bank and identifies the factors of satisfaction and dissatisfaction to identify the aspects on which to intervene. In addition to the continuous surveys, specific surveys are activated from time to time in order to meet specific information requirements. The listening of the client is integrated and enriched with the point of view of the collaborators who are called to express their perception on the relationship with the customers, the products, the processes and the services provided to the network of the branches from the internal structures. This intervention model allows you to collect suggestions on strategic, behavioural and organizational issues.