Piraeus Bank surveys its customers on an annual basis to measure the level of satisfaction with their overall experience and on specific indicators. Piraeus Bank’s goal remains to maintain a high level of customer satisfaction.
In 2019, KANTAR used a Computer Assisted Telephone Interviewing (CATI) quantitative research approach to measure customer satisfaction. A computerised 12-minute questionnaire was administered to a sample of 15,300 active customers (natural persons, at least 1 transaction in the last 6 months), across the country. The survey was conducted in accordance with the ICC/ESOMAR International Code on Market, Opinion and Social Research, the Data Analytics and Association of Greek Market & Opinion Research Companies (SEDEA) code of conduct, and the quality control specifications defined by PESS (Quality Control in Data Collection).
Both the customers’ overall satisfaction with Piraeus Bank and their preference for Piraeus Bank over other banks remain at high levels, with a significant improvement in the degree of preference compared to 2018. Regarding the overall customer experience, the results are positive, with a 72% of the sample rating Piraeus Bank as “excellent/very good”, 23% as “good” and 5% as “moderate”, and only 1% rating it as “poor”. It is noteworthy that 9 out of 10 Piraeus Bank customers prefer “extremely/very strongly/strongly” Piraeus Bank to any other bank.
According to the 2019 survey, all satisfaction indicators at the customers’ main branch of service remained high. On customer satisfaction with the servicing experience at their main branch of service, “courtesy of the staff” and “staff expertise” service quality indicators scored the highest. Indicators on transparency show a significant increase in customer satisfaction compared to 2018. In particular, in terms of “providing full and accurate information” 77% of customers rate it as “excellent/very good” (versus 74% in 2018) and only 1% of customers consider it as “poor”. Moreover, “keeping promises” was considered “excellent/very good” for 77% of customers at the main branch of service (versus 74% in 2018). Customer experience with web banking remains at a very high level, with 9 out of 10 customers evaluating it as “excellent/very good”. A significant increase compared to 2018 is recorded in customer satisfaction with the mobile banking App, with 86% evaluating it as “excellent/very good” (compared to 83% in 2018). These results justify the Bank’s focus on effective customer service. Finally, as part of the survey customers were asked to identify areas of improvement in the standard of service provided by the Bank. The results were taken under consideration and are being used in the implementation of the respective corrective actions.