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CUSTOMER COMPLAINTS MANAGEMENT
Group Stakeholder & Service Intelligence
Zagreb, March 2013
Press conference
MONITORING SYSTEMMONITORING SYSTEM
2
Initiating upgradesInitiating upgradesReportingReporting
Research customer satisfaction with the resolved complaintResearch customer satisfaction with the resolved complaint
AnalysisAnalysis
Accepting complaints
Entering complaints in central complaints
application support RC
A customer can file a complaint through all available channels (in person, in a branch, by e-mail, memo, phone, web, fax)
HANDLERS
Complaint resolution
TELLER / BRANCH
Monitoring resolution process
Informing customers
about resolution
IT workflow:
Zagrebačka banka has been tracking its customers’ opinions and satisfaction, as seen in the system for managing and resolving customer complaints, developed continuously since 2007
Bank is paying special attention to every single complaint, in order to resolve it promptly and find the best possible solution for the customer
3
Nu
mb
er o
f co
mp
lain
ts
- 7% - 7%
Customer complaints
Total number of customer complaints in 2012 was reduced by 7% compared to 2011
The number of complaints a year accounts for 2% of the total client base
77% of all complaints is resolved within 48 hours
KEY PERFORMANCE INDICATORS BENCHMARK 2011 2012
Average time to resolve a complaint (in days) 2 1.3 1.8
% of complaints resolved upon first contact ≈45% 39% 36%
% of complaints resolved within 24h ≈50% 65% 63%
% of complaints resolved within 48h ≈70% 79% 77%
Satisfaction of customers with resolved complaint ≥70 88 92
Most frequent complaints – 81% caused by technical difficulties
4
ATMs – complaints account for 0.02% of all ATM transactions (48.3 million)
CURRENT ACCOUNT – number of complaints equals 0.4% of total current accounts (more than 1 million)
MAESTRO CARD – complaints account for 0.06‰ of total Maestro card transactions (54.5
million) and 0.3% of the total number of Maestro cards (1.2 million)
MASTERCARD CARD – complaints account for 0.01% of all MasterCard transactions (14.7
mil) and 0.5% of the total number of MasterCard cards (380,000)
SAVINGS – the number of complaints equals 0.09% of all savings deposit accounts (310,000)
LOANS – complaints account for 0.13% of all loans granted (540,000)
5
CMSI*
Satisfaction
with process
Refer
ral
Filing another
complaint
Compet
itive
adva
ntage
134114
94-26
-6
14 34 54
74
-46
-66
CMSI
88
92
20112012
2011 2012
TREND
*CMSI - Complaint Management Satisfaction Index – consists of 4 components. On the scale between -66 and 134, the value of 70 or more denotes an excellent complaints management system
The clients who filed a complaint are contacted afterwards in order to learn how satisfied they are with the way their complaints were resolved
Employee professionalism and expertise is the aspect of complaint resolution customers are most satisfied with
Employees also take part in complaint management satisfacton surveys
Well developed corporate culture and employees’ awareness of the importance of successfully resolving complaints
We are the leading bank in UniCredit by efficiency of resolving complaints and exceptional complaint management satisfaction
CUSTOMER SATISFACTION WITH THE RESOLVED COMPLAINTS, EXPRESSED IN THE COMPLAINT MANAGEMENT SATISFACTION INDEX (CMSI) STANDS AT EXCELLENT 92, WITH CONSTANT IMPROVEMENTS YEAR-ON-YEAR
CUSTOMER SATISFACTION WITH THE RESOLVED COMPLAINTS, EXPRESSED IN THE COMPLAINT MANAGEMENT SATISFACTION INDEX (CMSI) STANDS AT EXCELLENT 92, WITH CONSTANT IMPROVEMENTS YEAR-ON-YEAR
6
Individual customer satisfaction
ZABA
77 8168
757481
0
20
40
60
80
100
Group of competitors
70 7264 6362 63
0
20
40
60
80
100
ZABA vs competition
7 94 131219
Obiteljsko Osobno 201220112010
Source: Customer satisfaction survey in Retail 2012, TNS Milano & GfK Zagreb
Gaps calculated by using decimal points, allowing for +/-1 variance
68 65 6965
52
7468
6560
51
30
40
50
60
70
80
90
100
ZABA Bank B Bank A Bank C Bank D
7567 68 67
43
81
71
63 6055
30
40
50
60
70
80
90
100
ZABA Bank B Bank C Bank A Bank D
TRI*M INDEX– 2011 vs 2012 – individual competitors
Mass market banking Affluent banking
Competition 2012 ZABA 20122011
TR
I*M
Mass Market Affluent
TR
I*M
TR
I*M
TR
I*M
2011 20122010 201220112010
Mass Market Affluent Mass Market Affluent
7
Confidence in banks
1
2
3
4
5
6
7
Peo
ple
I s
pen
d t
ime
wit
h
Sci
ence
Doct
ors
Educa
tion (
pro
fess
ors
, te
acher
s)
Churc
h
Ban
ks I
'm d
oin
g b
usi
nes
s w
ith
Milit
ary
Job s
uper
iors
HN
B /
HN
B G
ove
rnor
Pre
siden
t
Ban
ks in C
roat
ia
Police
Busi
nes
smen
Med
ia (
TV, ra
dio
, pre
ss…
)
Judic
iary
Euro
pea
n U
nio
n
Pri
me
Min
iste
r
Tra
de
unio
ns
Sta
te a
dm
inis
trat
ion
Gove
rnm
ent
ICTY
Politi
cal par
ties
July 2012 December 2011
Confidence in occupations and institutions
Source: GfK, Confidence in institutions