Our objective is to resolve problems communicated by clients in a manner satisfactory to the complaining client during the first contact. For example, if possible, we credit the funds complained about to the client’s account while they speak to our consultant. If it is not possible, we spare no effort to resolve the case as quickly as practicable. A huge challenge the 2020 posed was re-organizing the operational work in a way that does not harm the clients. The main priority was adjusting the systems and securing the proccesses with regard to preservance of deadlines imposed by the law in the new remote operation mode. In 2020 we resolved 52% of complaints within only one business day. Once we resolve a client’s complaint, we ask the client to complete an NPS questionnaire and rate how satisfied they are from how we handled the complaint. In 2020, we have received more than 10,500 answers. 63% of clients assessed us with high marks.
We want our clients to be satisfied with how we handled their problem. The high percentage of complaints resolved in favour of clients (76% in 2020) proves that we are successful in achieving this objective.
In 2020, we let the clients make complaints on their own via the transactional system or the mobile application. It turned out especially important in the time of pandemic, the necessity to keep social distance and restricted interaction with other people. We facilitated making the mobile complaints, via mobile phones, outside the home of the client (for example, if the client is in front of an ATM or CDM) – required is only a couple clicks in an application which directs the client through the whole procedure (making a complaint directly from the turnover history is possible). The solution has been warmly welcomed, as proved by the fact that in the latest month of the year more than 14.5% complaints were made through digital channels.