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Client satisfaction monitoring as a source of mutual confidence

Client satisfaction monitoring as a source of mutual confidence. ALB National Conference Bucharest, November 15th, 2012. Florent MARETTE COO Cetelem IFN SA. 1. Who is our Romanian IFN Customer ?. Mostly Urban. Men and Women. From all ages > 25 years old. Mostly married.

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Client satisfaction monitoring as a source of mutual confidence

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  1. Client satisfaction monitoring as a source of mutual confidence ALB National Conference Bucharest, November 15th, 2012 Florent MARETTE COOCetelem IFN SA 1

  2. Who is our Romanian IFN Customer ? Mostly Urban Men and Women From all ages > 25 years old Mostly married Mostly with a medium education Present all over the country 2

  3. Customers state of mind :Romania in the European context Pessimistic view on the current situation of economy : Only 8% of Romanians are considering their economy as good versus 27% of Europeans considering their economies as good. Romanians are reluctant to make long term plans and have short term ( less than 12 months) perspective on their household evolution. Study operated by European Commission on all the countries EU member(field work ended May 2012) 3

  4. Customers state of mind :Romania in the Crisis context Better views on the next 12 months of Romanian people on the economic situation and unemployment evolution (significantly more optimistic than Europeans in general) Romanians are seeing the peak of the crisis more closed to the end that the Europeans in average are perceiving Study operated by European Commission on all the countries EU member(field work ended May 2012) 4

  5. Customer satisfaction as core target A “consumer credit full player”business model Aresponsible lendingstance The customer at the heart of our growth model In the long term win-win relationship the clients have become the best advisors

  6. How we can measure “the voice of the Customer”? • Clients complaints management • Measured process in place to gather and plan actions based on our complaints feedbacks • On the spot feedbacks on Points of Sale • permanent Quality box available for clients • Focus Groups • Side information gathered from clients & non clients by interviews • Customer satisfaction survey • twice a year BNPP Group survey

  7. Customer satisfaction survey: S1 2012 BNP Paribas Personal Finance Group Romanian consumers show a high level of satisfaction.. ..but their expectations is growing on a clear trend.

  8. Debate subject: claims – negative or positive information? 8

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