The Caisses d’Epargne has put customer satisfaction at the heart of its strategy. To deliver on this commitment, it has put mechanisms in place to measure the quality of customer relationships in a way that is aligned with its identity and distinctive characteristics.
Quality is also included as a priority in group projects impacting customer and employee satisfaction.
National systems for customer feedback have been set up in all regional banks. Each network conducts a national customer satisfaction survey of individual and professional customers across the banks every two months. A survey of 1,000 customers is conducted for the institutions, which receive a report of its findings. Satisfaction surveys are also carried out among corporate and private banking customers.
The customers are also routinely surveyed at “key moments” in their relationship with the bank, such as when they sign up as customers, apply for home loans, change advisors or make a complaint. In addition, mystery shoppers and calls are regularly used to evaluate the quality of service offered to customers. Since 2015, these surveys have focused on advisors’ customer relations skills.
Since 2015, this approach has been ramped up with the implementation of the
“High-Definition Quality” program in which the banks’ customers are routinely surveyed after each meeting with their advisor in order to learn how satisfied they are with the advisor’s availability, friendliness, quality of advice and how their requests were handled. The results are reported to the branches each month.
All these actions are used to build improvement plans. The Caisses d’Epargne have a specific tool to help the regional banks build their own quality management processes. Quality of Service best practices are shared. To involve all members of the Group in the continuous improvement policy, 20,000 employees of the Caisses d’Epargne are asked each year about the quality of the range of products and services produced by the subsidiaries and partners of BPCE Group. Each entity uses the results of the assessment to produce an action plan to improve employee satisfaction and thereby enhance customer satisfaction.
Visit Website
