Customer Service Quality Management 

We try to deliver the best customer service possible and to meet international banking service quality standards. This is why developing our products we aim at meeting all customer expectations and needs. Our goal is to become one of the leaders in the Ukraine’s banking market, first of all, in terms of customer service quality.

We are attentive to expectations and propositions of our customers, whose opinion helps us to enhance our customer service quality and to improve our products and services.

• "Mystery Shopping" programme for the customer service quality assessment

  To assess the customer service quality towards its further enhancement FUIB applies the “Mystery Shopping” customer service quality measurement methodology.

  “Mystery Shopping” methodology enables us to measure the quality of services to FUIB’s customers with the help of independent mystery shoppers who visit our outlets pretending to be ordinary customers.

  “Mystery Shopping” programme enables us to control the adherence to the customer service quality standards by our team members and to appraise them; to detect and eliminate the problematic aspects of the customer service quality; to communicate the relevant information to the personnel facilitating their self-training, acquisition of customer service knowledge and skills.

  The findings of “Mystery Shopping” surveys provide the Bank with accurate, objective and detailed information of the quality of customer service at customer interaction channels, help its team members to improve their professional activities and to enhance the customer service quality.

• Customer feedback, which includes their complaints, propositions and acknowledgements
• Pre-launch product testing
• Further improvement of Customer Service Quality Standards

  We adhere to the key customer service principles:

  • Comfortable and friendly atmosphere
  • Quick and high quality customer service, no queues or a short waiting time
  • Friendly and polite personnel
  • Care of and personal attention to each customer
  • Comprehensive knowledge of products and procedures by the team members
  • Accessibility of information
  • Multiple options for the customer to choose from
  • Confidentiality of the customers’ personal details

If you have any complaints or propositions as regards our customer service quality you are welcome to express them in the Feedback section.