View
33
Download
0
Category
Preview:
DESCRIPTION
Client satisfaction monitoring as a source of mutual confidence. ALB National Conference Bucharest, November 15th, 2012. Florent MARETTE COO Cetelem IFN SA. 1. Who is our Romanian IFN Customer ?. Mostly Urban. Men and Women. From all ages > 25 years old. Mostly married. - PowerPoint PPT Presentation
Citation preview
Is it absolutely necessary to print this document? If this is the case, please make sure to print several slides per sheet, double sided and in black & white preferably.
Client satisfaction monitoring as a source of
mutual confidence
121/04/23 1
Florent MARETTECOO
Cetelem IFN SA
ALB National ConferenceBucharest, November 15th, 2012
Is it absolutely necessary to print this document? If this is the case, please make sure to print several slides per sheet, double sided and in black & white preferably.
Who is our Romanian IFN Customer ?
221/04/23
From all ages > 25 years oldFrom all ages > 25 years old Mostly UrbanMostly UrbanMen and Women Men and Women
Mostly marriedMostly married Present all over the countryPresent all over the country Mostly with a medium educationMostly with a medium education
Is it absolutely necessary to print this document? If this is the case, please make sure to print several slides per sheet, double sided and in black & white preferably.
Customers state of mind :Romania in the European context
Pessimistic view on the current situation of economy : Only 8% of Romanians are considering their economy as good versus 27% of Europeans considering their economies as good.
Study operated by European Commission on all the countries EU member(field work ended May 2012) 321/04/23
Romanians are reluctant to make long term plans and have short term ( less than 12 months) perspective on their household evolution.
Is it absolutely necessary to print this document? If this is the case, please make sure to print several slides per sheet, double sided and in black & white preferably.
421/04/23
Romanians are seeing the peak of the crisis more closed to the end that the Europeans in average are perceiving
Better views on the next 12 months of Romanian people on the economic situation and unemployment evolution (significantly more optimistic than Europeans in general)
Customers state of mind :Romania in the Crisis context
Study operated by European Commission on all the countries EU member(field work ended May 2012)
Is it absolutely necessary to print this document? If this is the case, please make sure to print several slides per sheet, double sided and in black & white preferably.
521/04/23
A “consumer credit full player”
business model
A “consumer credit full player”
business model
Aresponsible
lendingstance
Aresponsible
lendingstance
The customerat the heart of our
growth model
The customerat the heart of our
growth model
Customer satisfaction as core target
In the long term win-win relationship the clients have become
the best advisors
Is it absolutely necessary to print this document? If this is the case, please make sure to print several slides per sheet, double sided and in black & white preferably.
621/04/23
How we can measure “the voice of the Customer”?
Clients complaints managementMeasured process in place to gather and plan actions based on our complaints feedbacks
Customer satisfaction survey twice a year BNPP Group survey
On the spot feedbacks on Points of Sale permanent Quality box available for clients
Focus GroupsSide information gathered from clients & non clients by interviews
Is it absolutely necessary to print this document? If this is the case, please make sure to print several slides per sheet, double sided and in black & white preferably.
721/04/23
Customer satisfaction survey: S1 2012 BNP Paribas Personal Finance Group
Romanian consumers show a high level of satisfaction....but their expectations is growing on a clear trend.
Is it absolutely necessary to print this document? If this is the case, please make sure to print several slides per sheet, double sided and in black & white preferably.
821/04/23 8
Debate subject: claims – negative or positive information?
Recommended