YEREVAN, May 25. /ARKA/. VTB Bank (Armenia) said today it has considerably improved its net promoter score (NPS) and customer satisfaction index (CSI) over the past year, going above the international targets.
According to the Bank, in the first quarter of 2021, the customer satisfaction index was 9.6 (the international target is 9), while the net promoter score was 74% (the international target is 70%).
‘Serving the widest branch network in the country (the market share is 14%) and the largest number of retail clients (44% of the economically active population of the country), the top-priority strategic objective of VTB Bank (Armenia) is making the clients and their satisfaction as the main value that are in the focus of the Bank’s efforts,’ the Bank said in a press release.
VTB Bank (Armenia) aims to become the first choice bank for clients and to secure a leading position in terms of service quality and convenience for clients. This will be facilitated by the transition to personalized communication based on advanced data analytics and modeling tools available to customers through remote service channels and the CRM system.
In order to accomplish this task, VTB Bank (Armenia) has introduced high-quality customer service standards, the appearance of the branch network and employees, and the rules of business etiquette, checking regularly their observance.
In addition, in order to assess the quality of customer service, in the 3rd quarter of 2020 the Bank introduced a process for assessing the customer satisfaction index (CSI) and net promoter score (NPS) through a telephone customer survey, involving all customer segments at a quarterly frequency.
It should be emphasized that the survey includes not only questions about the quality of service, but also the study of the client’s experience in interacting with the Bank in all areas, including the quality of products and processes, channels of remote customer service, the Bank’s website, ATMs, etc.
As a result of inspections, thanks to customer feedback, the Bank is able to constantly improve the quality of service and products, giving priority to meeting customer needs and protecting the interests of consumers throughout all processes.
In 2021, the bank plans to introduce a digital platform for conducting customer surveys through WhatsApp and Viber applications, which will make the process of receiving feedback and analysis even more convenient.
The activity of VTB Bank (Armenia) CJSC is regulated by the Central Bank of the Republic of Armenia. -0-
