Customer satisfaction surveys

TARGET OBJECTIVES METHODOLOGY

Individual and small businesses
customers of retail Banks in Italy (June-July 2009)

Assess customer satisfaction levels regarding:

  • branch and contact personnel
  • overall branch office environment
  • products and services
  • relations with the banking industry
  • word-of-mouth
  • Brand Image
  • 5,850 telephone interviews with individual customers
  • 2,600 telephone interviews with small business customers

Industry research: individual and small business customers and non-customers in Italy
For each BdT Regional Management, the universe of reference is the Italian adult population between 18 and 75 years of age.

Assess customer and non-customer satisfaction levels regarding:

  • branch and contact personnel
  • overall branch office environment
  • products and services
  • relations with the banking industry
  • word-of-mouth
  • Brand Image
  • 4,800 telephone interviews with individual customers and non-customers
  • 4,800 telephone interviews with small business customers and non-customers
Individual and SME customers of retail Banks – Abroad

Assess customer satisfaction levels regarding:

  • branch and contact personnel
  • branch office environment and organisation
  • products and services
  • post-sales assistance
  • word-of-mouth
  • the Bank’s image
  • customer retention
  • comparisons with competitors in each country (benchmarking)
  • 100,000 interviews involving 9 banks, of which:
    • 90,000 for quarterly monitoring of the active customers of the Group ’ s International Subsidiary Banks (individual and SME customers)
    • 10,000 interviews with the customers of competitors for annual benchmarking
Individual customers, retail bank Internet channel users - Abroad

Assess customer satisfaction levels regarding:

  • Internet use and accessibility
  • reasons for dissatisfaction, if any, about the internet banking service
  • Around 1,800 questionnaires prepared on-line by customers (during the last quarter), 4 banks involved

Gaining customer trust, knowing their level of satisfaction, expectations and needs is the key to providing an outstanding level of service. In 2009, Intesa Sanpaolo also carried out surveys on the Group’s banks customer satisfaction level (Strategic Customer Satisfaction survey) as well as on the number of Italians who use banks (Benchmark Survey).
The 2009 Strategic Customer Satisfaction Survey allowed us to measure the differences in customer satisfaction levels over time, the evolution of their needs, but also their willingness to use word of mouth – a true indicator of their loyalty. The surveys are always carried out with the utmost attention to the customer contact methods and in full respect of privacy protection, assuring customers that the information supplied will be used for generic statistical purposes only.