58 We maintain a thorough picture of the customer experience by continuously collecting and analyzing data from our end customers and employees at all points of sale. This includes service quality measurement, complaint analysis, post-complaint satisfaction, waiting time analysis and mystery shopping as well as brand, transaction and customer relationship surveys. Each of these tools supplies different insights, which are used to continuously improve the quality of our service and to implement measures that create additional value for customers. Direct customer feedback is also an important indicator within the corporate business of RBI AG. On behalf of the Raiffeisen Banking Group in Austria, IMAS International conducted a market survey in 2016 which focused on corporate customers with € 50 million or more in annual revenue. This also corresponds to the corporate customer segment of RBI AG in Austria. Compared to the last study in 2014, customer satisfaction has increased slightly overall. In 2016, RBI AG also commissioned a study of large customers with annual revenue exceeding € 150 million that even more reflects the target customer profile of RBI AG. This study places RBI AG among the leaders in almost all quality components and product segments. We fundamentally view criticism and complaints by our customers as an opportunity to improve our products and processes, reduce errors and increase the customer benefits of our services. The importance of taking customer complaints seriously is unquestioned throughout the group. The employees at our network banks therefore follow a list of principles, the “Golden Rules”, contained in an open document that is regularly updated on the basis of changing customer expectations. The Customer Experience head and a Managing Board member are responsible for monitoring compliance with these principles on a monthly and quarterly basis within the framework of the quarterly reports. Awards Our commitment to customer satisfaction and the expertise of our employees once again earned us a number of accolades in 2016. By way of example, we mention awards from four internationally renowned financial journals here: “EMEA Finance”, “Euromoney”, “Global Finance” and “The Banker”. For instance, the “Financial Times” journal “The Banker” as well as “EMEA Finance” named RBI “Bank of the Year in CEE” and “Best Bank in CEE & CIS”. For the sixth time in a row, RBI was recognized by “EMA Finance” for the “Best Cash Management Services in Central and Eastern Europe”. A number of subsidiary banks were rated as “Best Bank” or “Bank of the Year” for their respective countries in Albania (Global Finance, EMEA Finance: “Best foreign bank”), Belarus (Euromoney, The Banker, Global Finance, EMEA Finance), Bosnia and Herzegovina (EMEA Finance, Global Finance, The Banker), Bulgaria (The Banker), Kosovo (EMEA Finance, Euromoney), Romania (The Banker, EMEA Finance: “Best foreign bank”), Russia (Euromoney, EMEA Finance: “Best foreign bank”), Serbia (EMEA Finance, Euromoney), Slovakia (EMEA Finance, Euromoney, The Banker) and the Czech Republic (EMEA Finance). Global Finance also recognized RBI with the award “The Innovators” for its “Cash Management Billing System”. EMEA Finance named RBI the “Best bank” and “Best investment bank” in Austria. The series of awards from EMEA Finance for RBI’s investment banking services and transactions complete the picture, including the awards for “Best sub-sovereign bond”, “Best Schuldscheindarlehen”, “Best corporate bond in CEE” and “Best securitization deal in CEE”. Bank of the Year 2016 CENTRAL & EASTERN EUROPE Bank of the Year 2016 SLOVAKIA Bank of the Year 2016 BOSNIA AND HERZEGOVINA Bank of the Year 2016 BULGARIA Bank of the Year 2016 ROMANIA Bank of the Year 2016 BELARUS
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