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Policies for consultation and dialogue with customers are pursued through customer satisfaction activity and form part of our approach to the development of new products and services.
The Consultation Project
The Customer Care Area is located in the Risks Control Macro Area and is responsible for all customer consultation and dialogue activities. It supervises qualitative aspects of customers services and relationships and the related reputational risks.
The Customer Care Area has conducted systematic customer satisfaction surveys since 2008 termed the “Consultation Project”. A major independent market research institute performs approximately 150,000 interviews on our behalf each year, from which it generates indicators of the quality of customer-bank relationships and the products and services provided. It also generates separate customer satisfaction indices at different levels: Group, market, network bank, local area and single unit (branch, corporate business unit, private banking unit).
In 2010 the customer satisfaction index rose until October on all three markets (retail, private banking and corporate) and was then followed by a fall in the last two months of the year, which contributed to the generation of different annual results for single markets also with regard to the respective benchmarks.
The results are compared with surveys of the banking sector nationally (the benchmark) and they are integrated with a special focus on specific areas (e.g. | |  |
in 2010 on assets under management, insurance and Qui UBI).
By analysing the results – performed jointly with UBI Banca and network bank managements – we identify corrective action and priorities for intervention and we assess the effectiveness of action and initiatives undertaken.
The customer satisfaction indicator has been included among the objectives of Group incentive schemes since 2009. Banking freedom
“Banking freedom” was an initiative for young people aged 18 to 29, preliminary to the launch of the Enjoy card for them.
We invited young people to register with the website for the initiative and to use a message board to say how they imagined their ideal bank would be.
Over 200 messages arrived with interesting ideas and recommendations for values expressed very clearly and in an “adult” tone. We took account of this when developing the product and advertising. | |  |
Management of complaints*
Claims, like simple complaints, constitute a valuable source of information for improving the quality of our services to customers and in this context we are committed to improving our acquisition and management processes for them. In order to make it easier for customers to send in complaints we created special areas for this on the websites of the network banks, on the Group commercial website and on the Qui UBI internet banking website.
4,256 [-884 compared to 2009] Complaints received
242 [+11] for compounding of interest
211 [-202] for securities in default
176 [+3] on privacy
4,188 [-1,289 compared to 2009] Complaints concluded**
1,636 accepted
1.04 million euro paid to customers
22 [-10] average days for response***
We have inserted a link on all Group websites to sections providing information on the Financial Banking Arbitrator (from which it is possible to consult and download the relative guide) and on the Banking
Ombudsman (from which it is possible to download the regulations and forms and access the relative website). Ten complaints were forwarded to the Banking Ombudsman in 2010 of which 8 were examined (two in favour of the customer), while 64 were forwarded to the Banking Arbitrator, of which 32 were examined (13 in favour of the customer).
In order to improve our ability to prevent customer dissatisfaction or in any case to resolve it before it | |  |
results in a claim or complaint, we continued activity in 2010 to educate and train commercial personnel in network banks in customer consultation.
Training activity focused on the interpretation of manifest or latent signs of customer dissatisfaction and on ways of intervening. It involved 3.200 persons in the classroom – on courses relevant to the question – and this was supplemented by material accessible on PC workstations.
* Data relating to the Parent and the network banks, including UBI Banca Private Investment
** Complaints concluded in 2010 irrespective of the year in which filed
*** Overall average, inclusive of both ordinary complaints and investment service complaints
Consultation initiatives to develop the range of products and services
In 2010 we organised a series of meetings with representatives of nonprofit organisations and church institutions, in order to develop a specific service model and range of products and services for the third sector. A very broad range of different organisations in terms of nature, activities, size and organisational structure participated. We acquired important indications for understanding developments in progress and the emerging demands of this segment of the market.
We employed the same approach as that used for the design of specialist products and services for businesses in the small business segment, with meetings with firms from single sectors within the specific focus group, interviews with network bank account managers and specific meetings with the relative trade associations. Deputy General Managers:
Rossella Leidi- Chief of Business
Giovanni Lupinacci - Chief of Credit and Credit Recovery
Ettore Medda - Chief of General Affairs and Subsidiaries
Pierangelo Rigamonti - Operational Chairman of UBI Sistemi and Servizi
Elvio Sonnino - Chief Operating Officer
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