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Cecabank Report 2018
Corporate Culture
3 | 3.2
2.
Measuring and analysing the client’s voice
, considering client
information as a key aspect of the business when it comes to making
decisions.
•
As it does every year, Cecabank has measured the satisfaction of both
internal and external clients. This year we have focused further on the
new customer experience measurement model, once the customer journey
relating to our services was defined and validated with the clients
•
The information obtained has been incorporated as an instrument to
improve the different businesses by means of specific actions and
needs detection
•
A degree of compliance with the WoW experience of 89% has been
achieved this year, practically the same percentage in new clients and
long-term clients, with a satisfaction index of 8.4%, 48% of developer
clients and 81% of clients that continue to trust in Cecabank for
new solutions
•
It is particularly noteworthy that all global indicators have improved
throughout the entire client relationship
3. Establishing
improvement plants aimed at:
•
Improving the quality of our processes (0.0 goal: zero delays, zero
non-fulfilments)
•
Improving the clients’ experience, as it is the basis to establish long-
lasting and trusting relationships with them
In addition, Cecabank is a member of the
Spanish Association for Quality
and the
Association for the Development of Customer Experience
, having
increased and diversified during the year its activity in both associations in
order to cover the widest possible scope of activity and knowledge.
89%
degree of achievement of
the WoW experience
8.4
satisfaction index
48%
developer clients
81%
of the clients continue
trusting in Cecabank
for new solutions