Service Quality
Service quality is a variable that sets an organization apart in terms of customer preference, loyalty and recommendation indices. For this reason, the bank has a Quality Committee made up of senior executives that defines strategic guidelines for customer service, including methodology and KPIs to be analyzed. Relevant indicators for comprehensively evaluating Service Quality are based on customers’ in-person or remote experiences with the bank and are permanently monitored by specialized teams for control and analysis.
The Customer Service Department is responsible for monitoring KPIs and proposing strategic changes to management and measurement models, identifying weaker processes and opportunities for improvement in collaboration with other business and support departments. In order to foster a commitment to Service Quality, Banco de Chile has incorporated its ""Net Promoter Score"" into its own matrix. Likewise, the KPIs ""Net Promoter Score"", ""Account Executive Satisfaction"" and ""Product Satisfaction"" are built into medium- and long-term incentives throughout the commercial structure.
To honor its commitment to respond to customers, users and outside organizations in a timely manner, complaint management is supervised on a daily basis. In addition, repeating, relevant and anomalous situations are also monitored and reported to the competent areas for continuous improvement purposes.
Another milestone in this area was the implementation of the Genesys Cloud platform. This tool is used to manage the bank's various customer service models, combining face-to-face and remote work, maintaining service continuity with high security standards and delivering a comprehensive experience in customer contacts with the bank 24 hours a day, 7 days a week. During the year, the bank will roll out new platform functionalities, combining various customer interactions to deliver differentiating experiences.
Transparency
The bank and its subsidiaries abide by a Transparency Policy, which reflects the importance of this key principle in their customer relations. The purpose of this policy is to facilitate access to all information on the terms and conditions of its products and services in order to cultivate long-term relationships with customers, users and the general public. The Global Compliance Division promotes proper implementation and dissemination of this policy across the organization, through ongoing employee training and evaluations via mandatory online courses. Likewise, in order to ensure that information is properly disclosed to the public and to build the trust required for healthy production and financial activity, the bank's Legal Affairs Department reviews all advertising and contracts for products and services to ensure that they comply with both banking regulations and other generally applicable standards in force. This review aims to ensure that all communication is clear, complete, relevant, reliable, comparable, timely and easily accessible.
Responsible Advertising Policy: As dictated by the Responsible Advertising Policy, the Marketing and Digital Banking Division is charged with ensuring that fees for each product are reasonable, justified and timely based on the services provided. The corporation's approach to communication is based on eight key objectives: transversality; inclusion in its various forms; transparency as a core value; sustainability; SME and entrepreneurial support; data management with strict privacy and non-invasive policies; responsible consumption; and coming to its aid when Chile needs it.
