Listening to Customers
In December 2011, BPH Bank in Poland set up a formal advisory body: the Business Customers Council (BCC). This project was launched as one of the “Reasons to Believe” initiatives, confirming the brand promise of the Bank: “Just fair.” The Council forms an innovative approach to developing relations between the bank and its customers, with the objective to collect their opinions on solutions proposed by the bank. 50 Customers representing various sectors in the SME segment and corporations take part in quarterly meetings with BPH’s Management Board and business representatives.
The meetings are usually split into a presentation part and discussion panels or workshops, whereby the customers can share their views on the bank’s products, service quality or fees and commissions. This is also a good networking opportunity for them. In between the meetings, the bank maintains virtual contact with the customers. They can also use a dedicated web-site forum. Owing to close relationships with the customers, the bank appreciates first-hand information on the planned solutions while testing whether they are successful and meeting the clients’ expectations.
“Customers make us realise how complex banking procedures and processes make life difficult for them, they present many interesting ideas and practical comments. All opinions and proposals of Council members are carefully analysed and reviewed by us so that we can improve the quality of our services and develop efficient solutions for companies. We want our offer to be as clear, transparent and compliant with business expectations as possible,” says Grzegorz Dąbrowski, Deputy President of BPH Bank Management Board, responsible for the Commercial Banking Division, and Chairman of the BCC.
Since the inception, three meetings of the BCC have already taken place. The last one was fully devoted to the bank’s Fair Play Certification, one of the most important initiatives substantiating the philosophy behind this theme. The customers were asked to present their thoughts around the Fair Play bank concept, processes and parameters essential from this perspective, and to propose their own evidence of fair conduct, in particular with respect to loans, deposits, settlement products, and services. Brain storming and the discussion were very intensive.
The Business Customers Council concept has received positive reactions in Poland and became very popular among BPH Bank’s customers willing to participate in the meetings.