The Malta Independent 25 September 2022, Sunday
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BOV Ħaż-Żebbuġ Branch wins ‘Best Customer Experience’ award

Tuesday, 21 June 2022, 13:23 Last update: about 4 months ago

In a continuous effort to improve Customer Experience at its Branches, Bank of Valletta has recently launched an internal award, aimed at incentivising its staff members to strive in offering the best service possible in their day-to-day work.

For the first quarter of 2022, following an in-depth analysis of the Customer Experience results for the retail network, the team at Ħaż-Żebbuġ Branch were crowned winners of this first award.

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The criteria in order for the winner to be declared, includes six key metrics that form part of the Bank's customer experience surveys, conducted regularly with its customers. Criteria include customers' overall satisfaction, the quality of information provided as well as the level of privacy afforded to the customers while being attended to.

Kenneth Farrugia, Chief Retail Network Officer and Geoffrey Ghigo, Head Retail Network expressed their satisfaction at the performance of the branches during a social event organised for thewinning team members. Mr Farrugia said that the Bank is highly committed to strengthen its customer service experience as this is a key differentiator in an increasingly competitive environment.

This Award was introduced to underline the importance that the Bank attributes to the service experience of its customers and to recognise those customer service touchpoints that excel in this regard." explained Mr Farrugia. "The Bank has launched various other initiatives, some of which are work in progress or are in the process of being concluded which will have a marked impact on the service experience of our customers."

Geoffrey Ghigo, explained that, "customer facing teams have faced significant challenges over the past 18 months due to the COVID 19 pandemic. The onset of the pandemic has undoubtedly had a significant impact on the ability to service customers in the "business-as-usual" manner driven by health-related protocols that were intended to safeguard the interests of customers and employees alike". With the lifting of almost all restrictions, the Bank remains highly focused to meet the service expectations of its customers.

Josephine Scerri, Branch Manager at Ħaż-Żebbuġ, expressed her satisfaction for the result obtained together with her team.  Ms Scerri acknowledged that her colleagues have strived through challenging times, however, they have constantly put the customers' interest at the top of their agenda. The result obtained gives the team further encouragement to continue working together in the best interest of the Bank and all its customers.

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