At ABN AMRO Commercial Finance, we are committed to continuously improving the service we provide to you. As part of this commitment we invited you to take part in our annual Customer Satisfaction Survey, giving you the opportunity to provide us with some much valued feedback.
We recently closed the survey for 2018 after receiving an excellent response rate. A huge thank you goes out to anyone who took the time to complete it!
As a thank you, for each response we donated £10 towards our sponsored charity for Q3, Know Dementia, totalling over £1410.
Our Commercial Director, Deborah Bell says,
"Having our clients assess our performance is essential for us. We measure their satisfaction in key areas and ask how they want us to improve. It gives us a focus for our customer centricity efforts. This is just one of the ways we take our ‘Crazy for Clients’ culture principle and make it a reality every day. It’s not just a buzzword for us – it’s an approach, a passion, a focus for delivery."
Over the next few weeks we will be reviewing the survey results and working to use the feedback to improve our service even further.
The 2017 survey not only shared some valuable insight into what our clients feel we are good at, but also revealed what areas needed to be worked on further. For example:
Communication: This year we have been improving our communications after receiving feedback requesting we be clearer regarding changes in our systems. We have been working hard to develop a strong communication strategy helping to ensure any future updates to our processes are clearly understood. We have also introduced a regular e-newsletter keeping you updated not only on changes in the business but also providing valuable insights, articles and case studies.
Speed Up: We have been working to improve the efficiency of some of our processes both internally and externally - such as the client portal. Our client portal is constantly improving based on client suggestions, helping to enhance the service even further. Changes to our internal processes have reduced the time it takes to on-board new clients by 33% and our credit limits straight-through processing tool for clients with Bad Debt Protection has also proven to be a real winner with 90% of decisions being returned within 5 minutes. In addition to this we are changing banking partners as a part of "Project Upgrade". This will result in Faster Payment Services, straight-through processing of payments, better value for money and smarter reporting.
Our commitment to improvement will continue to center on our clients’ needs, empowering you to achieve your business ambitions with confidence.