The First Ukrainian International Bank (FUIB) said Wednesday it won an International Finance Magazine award as the Best Costumer Service Bank for Ukraine in 2014.
The bank was one of the first in Ukraine to implement service standards that detailed standards of behavior and appearance for employees. The bank also opened a customer service center specifically to handle client needs.
The bank has also done research utilizing secret shoppers and callers to determine the day-to-day client experience when using the bank’s services or contacting its personnel.
“Meeting the expectations of clients is part of the FUIB strategy and it affects the performance assessment of branch employees,” FUIB Management Board Chairman
Sergey Chernenko said. “Last year there were many events that made the operation of the banking system more difficult. But as a matter of principle, we did not reduce our standards in FUIB despite all challenges. As a result, we managed not only to retain but to increase our client base.”