Clients Highly Appreciate the Quality of Services of Platinum Bank
In 2015 the level of customer satisfaction with the quality of services of Platinum Bank was 94% (as of the 1st of November 2015, following the results of three quarters of the year, with over 10,000 clients surveyed). The evaluation of adherence to the “Service Standards” on the quality of client servicing at Platinum Bank is 97%.
The bank conducts regular client telephone surveys in order to get an objective evaluation of client satisfaction with services. Every client can also share his or her opinion on the level of services in the bank’s branch offices, submit a suggestion, express gratitude or file a complaint. To do any of these you can either visit one of the bank’s branch offices of Platinum Bank, call the contact centre or use the bank’s official web-site. During the third quarter of 2015, we have received 226 feedback responses from clients, out of which 46 – personalized expressions of gratitude to the managers of branch offices.
“High quality of services is a signature trait of Platinum Bank. In our bank we have introduced “Service Standards” for providing services to the clients, by adhering to which we can guarantee a high level of service. At our bank there is a department for the quality control of services, the employees of which quarterly visit each branch office to evaluate the adherence to “Service Standards” and to identify the successes & development areas; having done that, they provide feedback to our employees, helping them to develop and ensure the best possible quality of services. The opinion of our clients is very important for us, we carefully analyse their suggestions, as they always seem to have interesting proposals of how to make the bank’s work better,” – comments Denis Koshchavtsev, the Director of HR Department of Platinum Bank.
More information, with the results of the survey, can be found at the official web-site of the bank in the section “Service Quality” (http://www.platinumbank.com.ua/view.service_quality/). There one can also have a look at the results of the project “Put in your 5 coins” (http://www.platinumbank.com.ua/view.5_coins/) and the results of client telephone surveys (http://www.platinumbank.com.ua/view.phone_interview/).