CUSTOMER COMPLAINTS MANAGEMENT
Press conference
Group Stakeholder & Service Intelligence
Zagreb, March 2013
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
A customer can file a
complaint through all available
channels (in person, in a
branch, by e-mail, memo,
phone, web, fax)
Accepting complaints
Entering complaints in
central complaints
application support RC
IT workflow:
MONITORING SYSTEM
HANDLERS
TELLER / BRANCH
Complaint
resolution
Monitoring
resolution
process
Informing
customers
about
resolution
Process control and supervision
Analysis
2
Reporting
Initiating upgrades
Research customer satisfaction with the resolved complaint
Bank is paying special attention to every single complaint, in order
to resolve it promptly and find the best possible solution for the
customer
Customer
complaints
- 7%
35,000
Total number of customer complaints in
2012 was reduced by 7% compared to
2011
30,000
25,000
Number of
complaints
20,000
32,076
29,785
15,000
10,000
77% of all complaints is resolved within
48 hours
5,000
0
2011.
3
The number of complaints a year
accounts for 2% of the total client base
2012.
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
 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)
4
We are the leading bank in UniCredit by efficiency of resolving
complaints and exceptional complaint management satisfaction
TREND
CMSI
14
34 54
-6
74
-26
CMSI*
94
-46
-66
88
88
88
91
91
94
92
92
114
134
3Q
2011
2012
4Q
2011
1Q
2Q
3Q
4Q
2012
CUSTOMER SATISFACTION WITH THE RESOLVED COMPLAINTS, EXPRESSED IN THE COMPLAINT MANAGEMENT
SATISFACTION INDEX (CMSI) STANDS AT EXCELLENT 92, WITH CONSTANT IMPROVEMENTS YEAR-ON-YEAR
 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
5
 Employees also take part in complaint
management satisfacton surveys
 Well developed corporate culture and
employees’ awareness of the importance of
successfully resolving complaints
*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
Individual customer satisfaction
ZABA
100
80
77
60
81
74
68
75
TRI*M
TRI*M
100
81
19
80
7
70
60
40
40
20
20
0
ZABA vs competition
Group of competitors
72
64 62
63 63
9 13
4 12
Mass Market
2010
Obiteljsko
Affluent
2011
2012
Osobno
0
Mass Market
2010
2011
Mass Market
Affluent
2010
2012
2011
Affluent
2012
TRI*M INDEX– 2011 vs 2012 – individual competitors
100
Mass market banking
90
TRI*M
TRI*M
100
80
70
60
68
74
69 65
65
50
75
81
60
60
52
40
67 71
68
63
50
51
67
60
40
55
43
30
30
ZABA
Bank B
Bank A
Bank C
Source: Customer satisfaction survey in Retail 2012, TNS Milano & GfK Zagreb
Gaps calculated by using decimal points, allowing for +/-1 variance
ZABA
Bank D
2011
6
80
70
65 68
Affluent banking
90
Competition 2012
ZABA 2012
Bank B
Bank C
Bank A
Bank D
7
Source: GfK, Confidence in institutions
Political parties
ICTY
July 2012
Government
State administration
5
Trade unions
Prime Minister
European Union
Judiciary
Media (TV, radio, press…)
Businessmen
Police
Banks in Croatia
President
HNB / HNB Governor
Job superiors
Military
Banks I'm doing business with
Church
Education (professors, teachers)
Doctors
Science
People I spend time with
Confidence in banks
Confidence in occupations and institutions
7
6
December 2011
4
3
2
1