58
In combination with regular measurements – of service quality, complaint analysis, post-complaint satisfaction,
waiting time analysis, mystery shopping, and brand, transaction and customer relationship surveys – we are in a
position to continuously improve the quality of our service and to take measures that create added value for our
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 from September to
December 2017 that focused on corporate customers with more than € 50 million in annual revenue. Raiffeisen
achieves consistently good results with this customer group, enjoying a competitive edge in terms of digital
services, payment transactions, and the easy accessibility of its branches.
We fundamentally view criticism and complaints by our customers as an opportunity to improve our products and
processes, reduce errors and increase how customers benefit from our services. The importance of taking customer
complaints seriously is unquestioned throughout the entire group (see page 59, “Complaint management”). The
employees at our network banks therefore follow a list of principles, the “Golden Rules”, an open document that
is regularly updated on the basis of changing customer expectations. The Customer Experience head and a
Management Board member are responsible for monitoring compliance with these principles on a monthly and
quarterly basis within the framework of the quarterly reports.
Overview of measures
Austria CE SEE EE
Measures RBI AG RBSK RKAG RL Valida RCB Kathrein TBSK RBCZ RBHU RBAL RBBH RBBG RBKO RBHR RBRO RBRS RBBY RBRU AVAL
Measures that take account of account
of customer concerns. make / measure
✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓ ✓
customer satisfaction
The complete company names can be found in the abbreviation list.
Awards
Our commitment to customer satisfaction and our employees’ expertise once again earned us a
number of awards in 2018. By way of illustration, here are our awards from four internationally
renowned financial journals: EMEA Finance, Euromoney, Global Finance and The Banker.
For example, the Financial Times journal The Banker, Global Finance and EMEA Finance named RBI as “Bank
of the Year in CEE” and “Best Bank in CEE”. For the eighth time in a row, RBI was recognized by “EMEA
Finance” for the “Best Cash Management Services in CEE”. “Best Bank” or “Bank of the Year” awards were
won by RBI and its subsidiaries in Albania (EMEA Finance: “Best foreign bank”), Austria (EMEA Finance, The
Banker), Belarus (Euromoney, EMEA Finance: “Best foreign bank”), Bosnia and Herzegovina (EMEA Finance,
Euromoney, Global Finance), Bulgaria (EMEA Finance, The Banker), Croatia (EMEA Finance), Czech Republic
(EMEA Finance: “Best private bank”), Hungary (EMEA Finance), Kosovo (EMEA Finance, Euromoney),
Romania (EMEA Finance, Global Finance and The Banker: “Best private bank”), Russia (EMEA Finance: “Best
foreign bank”), Serbia (EMEA Finance, Euromoney), Slovakia (EMEA Finance, Euromoney, Global Finance,
The Banker), and Ukraine (EMEA Finance, Global Finance, Euromoney, The Banker).
At the Euromoney “Awards for Excellence”, RBI was recognized for the “World’s best bank transformation”.
The Slovakian subsidiary Tatra Banka also received a global prize: Global Finance recognized it for “The
World’s Best Online Deposit, Credit and Investment Product Offering” for consumers as well as “Best Web
Site Design in CEE”, while RBI was honored as the outstanding “Financial
Innovator” in the CEE region. RBI’s investment banking was named “Best equity
house in CEE” and “Best M&A house in CEE” by EMEA Finance. The range of
awards won for RBI’s investment banking services and transactions was
completed by prizes such as “Best product launch in CEE”, “Best sovereign
bond in Europe”, ”Best Schuldscheindarlehen“ and “Best corporate bond in
CEE” (all EMEA Finance).
Raiffeisen Bank International | Sustainability Report 2018