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The changes made to the organisational structure of UBI Banca in 2009 involved the creation of a Customer Care Area as part of the Risk Control Macro Area. Its activities include consultation and dialogue with customers (customer satisfaction) to supervise the quality of customer relationships and service and the related reputational risks. THE "CONSULTATION" PROJECT
Demoskopea has conducted 150.000 interviews for us over the last two years on a representative sample of our customers to monitor customer satisfaction levels on a continuous basis. The survey considers various quality indicators of customer relationships with personnel and of the products and services provided and it compiles them into a summary indicator measured at the levels of Group, network bank, geographical and single unit (retail branch, corporate banking unit and private banking unit).
The indicator has been included among the objectives of Group incentive schemes since 2009.
The Group results are compared with a market benchmark compiled by Demoskopea.
We also received more than 40.000 suggestions and | |  |
indications during interviews, provided freely by customers concerning relations with personnel, the terms and conditions practised, the accuracy and efficiency of transactions and the customisation of customer relationships.
We extended the Consultation Project in 2009 to include measurement of internal customer satisfaction to identify the main activities that influenced the quality of the services provided, by examining the personnel who work in direct contact with customers. COMPLAINTS
Simple complaints constitute a valuable source of information for improving the quality of our work. In order to make it easier for customers to report complaints (currently still sent to us in hardcopy format) and to make the various internal processes more efficient by reducing response times, we created specific email addresses at Parent and individual network bank and product company level.
| On products and services |
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4,932 |
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| For compounding of interest |
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231 |
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| On securities in default |
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483 |
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| In favour of customers |
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1,732 |
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| Million euro amounts paid out |
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1.8 |
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| Average days of response time |
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32 |
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| Forwarded to the Ombudsman |
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118 |
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| Examined by the Ombudsman |
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102 |
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| Forwarded to the Financial Banking Arbitrator* (all currently being examined) |
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8 |
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*New body formed by the Bank of Italy for the out-of-court settlement of disputes
Data relates to Network Banks including UBI BPI
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