“Put In Your Two Cent Worth”
Within its programs for raising quality of services at branches. Platinum Bank launched the Project “Put In Your Two Cent Worth”, in which every client may tell his/her wishes, comments as well as proposals as to the performance of Platinum Bank and its service quality at branches.
Coming to the bank, a client is filling out a questionnaire for improvement of Platinum Bank’s operations. After that, the filled out questionnaires should be dropped in a special box at the branch In addition, there is an option for you to write down your ideas to the e-mail address email@example.com. All comments and suggestions are subject to consideration, and the best of them are taken into account for further improvement of customer care service.
Yelena Frankovskaya, Sales Director, Board Member of Platinum Bank pointed out: “For us, it is important to evaluate a level of service at branches by eyes of our clients, realize what needs to be improved or modified, receive new and interesting ideas from visitors of our branches. Interim outputs of the project implementation show that 89% of our clients received understandable answers to their questions, 91% of clients were served within 30 minutes and 39% of our clients were so proactive that provided their interesting proposals as to optimization of the bank’s operations. We are very happy to have such outcomes, and we at the same time understand we have some areas for improvement”.
Platinum Bank (www.platinumbank.com.ua) (formerly International Mortgage Bank and Family Credit) provides deposit and loan products to individuals through a network of branches and points of sales throughout Ukraine. As of January, 1, 2009 consolidated assets of Platinum Bank were approximately 1,4 billion UAH. Platinum Bank is first among large Ukrainian banks by capitalization (the ratio of consolidated shareholders' equity/assets) and 34th among consolidated shareholders' equity. The main shareholders of Platinum Bank are international management companies such as Horizon Capital, East Capital and IFC (a subsidiary of the World Bank).