With a score of 8.35 out of 10 (compared to a 7.48 in the sector) Banco Mediolanum is the first bank in Spain in the ranking of overall customer satisfaction with its entity.
Biometrics, blockchain, IoT and AI are important in the development of banking entities’ strategies, but none of these technologies is important if humans do not become the main focus. Focusing on creating an exceptional user experience is the most important differentiator in improving customer retention. A challenge achieved by Banco Mediolanum, which has become the Spanish bank with the most satisfied customers with its institution. Says one of the most complete and recognized studies that has analyzed 17 of the entities in the banking sector in Spain (and which represent practically the entire market). This is the 2019 Customer Satisfaction Benchmarking carried out by the independent consultant Stiga, which has been carrying out this study since 2012. Mediolanum has obtained a score of 8.35 out of 10 in this ranking category, above the industry average (7, 48).
The bank is also among the best valued entities in Internet and Mobile Banking
Convenience, simplicity and speed are no longer just additional benefits in users’ minds. They are the new standard. A good customer experience is good business. Gone are the days of unwavering customer loyalty, especially with the younger generation of internet users. The world is making new demands on business, and banking services are no exception.
into 10 attributes, a reflection of a desire: to do things well, offer clients the best financial advice and give them the best service. A recognition of the work of ‘Family Bankers’, high-quality professionals always at the side of clients, offering them solutions and services adapted to their circumstances and objectives at each stage of their lives.
According to the Stiga study, the entity is the leader in satisfaction with the treatment of its advisers (availability, advice and frequency of contacts). He follows the relationship values, a combination of aspects such as transparency, the trust he has in the entity and personalization; brand values due to its evolution and adaptation to changing times, a solid and solvent entity; and an entity committed to society. Likewise, the client also values the information that is offered to him; the offer and price of the solutions, combination of the valuation of the range of products, the commissions and interest applied, both active and passive; or his leadership position in the Telephone Banking service. Likewise, the entity is also among the best valued entities (seconds) in Internet and Mobile Banking, which demonstrates the willingness and commitment to a model that combines the best of technology with personalized financial advice. In addition, it is also among the entities in the sector with the lowest percentage of incidents and with a greater response capacity when they occur.
38 years next to clients
Banco Mediolanum belongs to the Mediolanum Group, which has more than 1,477,000 clients in Europe advised by more than 5,220 ‘Family Bankers’ and total client resources of 84,716 million euros. The entity has achieved these satisfaction results as a result of consistency with its way of being and advising from day one. They have always believed in a way of advising and accompanying their clients and time has proved them right.
Banco Mediolanum also stands out for its very high solvency levels, with a ratio of 26.04% as of December 31, 2019, more than double the levels required by supervisors.
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