ALEXBANK completed a field study that measures the level of customer satisfaction with the services offered by the bank in comparison to main market players. The study results showed positive indications including the increase of retail customer satisfaction ratings compared to those of year 2013.
Roberto Vercelli, CEO of ALEXBANK, commented on the study findings saying that “the results have proven the success of the bank’s strategy in achieving its goals through a well-thought plan that includes developing ALEXBANK’s products and services. The strategy has been clearly reflected on the level of customer satisfaction with the Bank’s performance, particularly with regards to the direct attention given to customers and supporting the social responsibility activities.”
Vercelli added “We are pleased that our customer satisfaction ratings are on the rise as this shows that ALEXBANK holds a leading position in the Egyptian banking market. The study contained a number of criteria associated with customer/employee relationship including the time allocated for each customer and the accuracy and clarity of the information presented, in addition to other elements that highly affect the customer’s perception of the bank and its services.”
Employing its “Listening 100%” slogan, ALEXBANK conducts frequent studies and adopts continuous integrated programs to boost customer satisfaction. Customer service specialists from the Voice of Customer office follow international standards to make sure the customers are happy and satisfied with every detail of their experience at the bank. In view of these standards, customers’ feedback and comments are dealt with immediately and professionally.
In appreciation of the role played by branches’ staff members in improving the level of service provided to the bank’s customers, the CEO awarded ten branches in different levels for their outstanding customer satisfaction results in the presence of Mr. Bassel Rahmy, Chief of Retail and SME Banking. Which demonstrates that bank’s strategy focuses on customer satisfaction and considers it one of its main success factors.
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