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| Relationship with the Clients |
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The BES Group has the objective of living up to and satisfying its Clients’ expectations, for which it fosters a relationship based on trust using a Client Centric strategy, which has been improved over the years through the development of quality assessment mechanisms and through Client satisfaction surveys.
Based on these mechanisms BES obtains the necessary input to improve and develop products and services adapted to this group of Stakeholders, thereby continually improving processes and service levels.
In order to find an effective response to Clients’ needs and to improve accessibility to BES’ services, service level objectives were defined with regard to Clients, which are based on a model of dialogue, in which knowing how to listen is a decisive instrument.
Aware of the importance of Client feedback on BES’ activity, the Service Quality Department, using different methodologies (Satisfaction Surveys, Mystery Client) and communication channels, is in continuous dialogue with this group of Stakeholders, with Clients having access to a variety of means which enable them to convey not only the positive aspects, but also those that they think can be improved.
A fundamental aspect of the Service to be provided to the Client is assessed in the monthly Satisfaction Surveys performed on Clients of the various segments of the Bank: The Quality of Customer Service, in which BES has a high satisfaction rating in all segments.
Client-oriented strategy. Click here.
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BES has established high standards for the satisfaction of its 360º clients, for which it has defined a strict control of the criteria of quality assumed. These BES 360º Commitments aim to ensure the total satisfaction of its Clients in 4 major areas: qualified support, permanent availability, speed and efficacy in responding to requests and with clear and timely information.
To find out more about the BES 360º Commitments consult here.
Find out the result of the BES 360º Quality Commitments here:
- At 2010
- At 2011
In order to monitor the quality of service in BES, the following Surveys were performed:
- Mystery Client – Assessment of the quality of customer service in the sales network: 3,700 visits were made;
- Client service satisfaction surveys – 89,000 clients were questioned;
- Telephone Mystery Client - Assessment of the quality of phone service in the commercial network: 5,800 calls made;
- Internal Client Survey – Assesses the quality of central services – 39,800 surveys made;
- Motivation Survey – Measures the level of satisfaction of BES’ Employees – 4,200 surveys made.
Within a context marked by the deep crisis of confidence in the financial sector, all consumers became significantly more demanding with regard to the quality of the financial products and services acquired.
Even within the singular market context, the results obtained by BES reveal the great effort and dedication of all employees in carrying out the customer-oriented strategy.
Results of the Survey
In 2012, the rate of complaints by active clients was 0.9 per 1000 active clients. BES is positioned among the financial institutions with the lowest rates of complaints submitted to the Bank of Portugal for all the segments communicated in the report “Behavioural Supervision Activities, interim summary” of the Bank of Portugal.
Percentage of Clients who are Very Satisfied with the quality of service:
• 83.6% in Retail Banking;
• 77.9% for Large Companies
• 72.9% for Medium-sized Companies
BES’ credit recovery arm, Espírito Santo Recuperação de Crédito, ACE (ESRC) was created in 2006 in close partnership with the commercial network. Its objective is to find the most suitable solutions for Clients who are unable to meet contracted obligations due to changes in their economic, social and family conditions.
Since then the Bank has further cultivated its policy of proximity with the client, establishing regular contacts with this group of stakeholders. The prior diagnosis of the risk of default and the adoption of preventive measures helps it to support clients so that they can avoid ever entering a situation of effective default.
In 2012, 445 families managed to find the most appropriate solutions for meeting their obligations. Of these, 110 managed to resolve their problem by changing the level of their Mortgage and 335 by changes made to their personal loans. In addition, through DECO, the Portuguese Consumer Protection Association, 480 requests for assistance entered ESRC (Espírito Santo Credit Recovery), of which around 30% were restructured and/ or renegotiated.
At the end of 2011, BES started an innovative program to automatically detect clients who were showing signs of difficulty in meeting their monthly obligations, thereby helping to better protect clients who had been diagnosed for potential default. In May of 2012, BES continued this work with the implementation of a central process of proactive identification of individual clients who, although they were not in default, were showing signs of being in difficulty in the short term.
In 2012 around 30 000 clients were contacted with the aim of evaluating their economic-financial situation. When difficulties are seen to exist, BES, together with the clients, tries to find the right solution to help them avoid defaulting.
It is important that the information obtained does not remain centralised, but is rather divulged internally so that the different structures can not only find out about their performance, but also know the proposed recommendations for improvements.
In this regard, BES makes the monthly Integrated Quality Report - Mystery Client, Percentage of Very Satisfied Clients, Complaints and Service Levels - available on-line on the Bank’s Intranet, allowing the evolution of its results to be monitored throughout the year and for the causes to be analysed and action to be taken as quickly as possible.
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