CUSTOMER EXPERIENCE

Customer experience has always been one of the main pillars of Garanti’s strategy. Garanti strongly believes that companies delivering compelling experience are and will become the most successful ones in their industries. Customer experience is even more important in today’s hyper changing environment accelerated by technology. Boundaries between industries have already blurred, and digital business models create the new norms for all business areas. Solutions that delight customers easily become the standard not for a specific category but for all. Therefore Garanti regards customer experience as the most important element for strengthening its competitiveness and differentiating it in its industry.

Garanti has a solid and long-run strategy built on a combination of technology and human factors, which are the key determinants of our age. The Bank executes its customer experience strategy with the aim of making customers’ lives easier, looking after their financial well-being, helping them make informed financial decisions, advising them to grow their businesses in a sustainable manner, and finally, bringing financial services to everyone.

Customers’ needs and expectations are continuously evolving and reshaping in line with technological advancements. But common ground stays the same: they want to experience shortened and frictionless journeys saving their time, smarter solutions supporting their well-being and personal connection which they enjoy. This understanding shapes all of Garanti’s customer experience management efforts. Garanti wants its customers to be happy for having chosen to work with it. Building a good customer experience is one of the top strategic priorities and indispensable passions for Garanti senior management as well. The Customer Committee established for this purpose convenes under the chairmanship of the CEO to discuss customer experience topics. The Committee defines the Bank’s customer experience strategies and it is also responsible for realizing and ensuring continuous effort aimed at enhancing experience at every touch point and improving performance.

In 2018, Garanti continued to receive feedbacks from customers for understanding the status of current customer experience and generating customer insight. Based on these feedbacks, the Bank designed 38 new projects to build on its products and services.

Helping its customers maintain their financial health is a key topic that Garanti puts emphasis on, and works to constantly improve through new ideas, projects and initiatives. Facilitating access to financial services through all its channels, Garanti ensures that its customers are informed about their financial positions, and have full control over their finances. With its segmented approach, Garanti provides consultancy and guidance on financial planning and offers solutions to its customers according to their needs varying from savings to pension.

With its responsible banking approach, Garanti shares advantages and possible risks of products and services. Hence, Garanti communicates with its customers transparently in all sales & marketing activities, and provides all the information they need in a clear and easy to understand way. The Bank offers feasible solutions and seeks to build long-term and sustainable relations that are built on trust.

Garanti’s goals include supporting the growth and resilience of SMEs, women, entrepreneurs and farmers, who are key to sustainable development of the economy, and also helping them improve their environmental, social and ethical performance, besides producing solutions for their financial needs.

Through GarantiPartners Acceleration Program, the Bank helps flourish the entrepreneurial ecosystem in Turkey, and aims to support and accelerate early startups and initiatives with the potential to attract investment and grow.

The Bank facilitates women entrepreneurs’ access to financing, executes free-of-charge educational collaborations to ensure sustainability such as the Women Entrepreneurs Executive School, and encourages them to realize their full potentials through Turkey’s Woman Entrepreneur Competition. Through Women Entrepreneurs Meetings, the Bank targets to help women entrepreneurs build new collaborations and penetrate new markets through experience and information sharing that they need.

The objectives of Garanti also include provision of innovative solutions and advise the customers to grow their businesses sustainably. The Bank provides its stakeholders such as its customers and non-governmental organizations with information about the most current topics related to sustainable business models such as innovative environmental, social and governance practices in Turkey, green financing options, risks stemming from digitalization, new trends in relation to transparency and non-financial reporting, and environmental risk perception in the insurance industry.

The objectives of Garanti also include provision of innovative solutions and advise the customers to grow their businesses sustainably. The Bank provides its stakeholders such as its customers and non-governmental organizations with information about the most current topics related to sustainable business models such as innovative environmental, social and governance practices in Turkey, green financing options, risks stemming from digitalization, new trends in relation to transparency and non-financial reporting, and environmental risk perception in the insurance industry.

By focusing on customer experience, Garanti is actively contributing to Sustainable Development Goal 5: Gender Equality, Goal 8: Decent Work and Economic Growth, Goal 9: Industry, Innovation and Infrastructure, Goal 10: Reduced Inequalities.

 

1 Excludes customers with inadequate documentation. 2 Represents percentage of target customers surveyed at least once during the year. 3 Represents customer feedbacks received through customer hotline and after-service surveys conducted for the journeys in branches, call center and customer hotline and other surveys. 4 Net Promoter Score research is conducted by independent research agency Ipsos for Garanti Bank. According to the research results, Garanti has the highest Net Promoter Score, among retail customers representing its own profile, compared to the peer group, which consists of Garanti Bank, İşbank, Akbank, Yapı Kredi Bank, QNB Finansbank and Denizbank. Research was conducted between May 2018 and December 2018. Main bank customers, who have communicated with the banks over the last 3 months, were surveyed face to face in the cities of İstanbul, Ankara, İzmir, Kocaeli, Bursa, Antalya and Adana by quota sampling. Score is calculated as a weighted average of retail segments’ scores. 5 Customers and financial institutions informed through E&S workshops or through meetings/calls.

 

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