At ABN AMRO we are committed to continuously improving the service we provide. As part of this commitment we invited our clients to take part in our annual Customer Satisfaction Survey, offering the opportunity to provide us with some much valued feedback.
We received an excellent response rate to the 2018 survey and will now be reviewing the survey results and working to use the feedback to improve our service even further. Previous improvements made based on customer feedback include:
Communication: 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 future updates to our processes are clearly understood. We also introduced a regular e-newsletter providing updates not only on changes in the business but also valuable insights, articles and case studies.
Speed: 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 proven to be a real winner, with 90% of decisions being returned within minutes.
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.
As a thank you, for each response we donated £10 towards our sponsored charity for Q3, Know Dementia, totalling over £1400.
Here's what some of our clients had to say:
“ABN AMRO work hard to understand the needs of your business and offer working capital support at a competitive rate. Always on hand to assist at those times when the business needs that extra support.”
“We have used ABN for nearly 20 years and have found the service to be excellent. The online system works well and is easy to operate. Our account manager is very professional and is always on hand to assist with any issues we may have.”
“ABN AMRO have a very flexible and personal approach to finance solutions. They make every effort to understand our business and the challenges we face. They are very much part of our strategy for success.”
“ABN AMRO have been an easy and supportive partner to work with. Whenever we have approached them for help they have always found a way to make it work, most unlike a significant amount of their competitors.”