Quality

Strategy

The strategic goal of Bank Handlowy w Warszawie S.A. in the area of quality is to achieve such a high level of customer satisfaction thanks to which customers will remain loyal to our business, they will be willing to recommend us without hesitation and they will become ambassadors of our brand.

Experience

We strive to provide not only products and services, but also great experience in all points of contact with the bank. We would like all our customers' experiences to affirm that the bank is a trusted partner. We care about clear communication, financial education, elimination of repeated notifications and problems, simplification of procedures, prioritization of our product offering based on customers' needs and implementation of innovative solutions.

Customer Satisfaction Surveys

One of the key elements verifying the results of our efforts are service quality and customer satisfaction surveys.

The main indicator that we use is a customer loyalty metric called the Net Promoter Score. Bank Handlowy w Warszawie S.A. surveys cover all retail and corporate customer segments, the most important communication channels and critical moments of the customer's contact with the bank (e.g. purchase of a product, use of the internet service, complaint).

The surveys serve first of all to learn customers' expectations and to identify areas that still need some improvement. On this basis we define appropriate actions and we implement them. The ultimate arbiter and beneficiary of these actions are our Customers who are able to use products and services that are increasingly better tailored to their needs.

Customer Advocate

Together with our customers and clients we want to improve the quality of our services and banking products and that's why we have established the function of Customer Advocate at Bank Handlowy w Warszawie S.A. The role of the Customer Advocate in the bank is to represent the position, opinions, ideas and comments received from customers.

Contact for customers

Customer Advocate
rzecznik.klienta@citi.com