Customers

Le attività del Gruppo sono indirizzate al miglioramento continuo dei rapporti con i clienti attraverso comportamenti improntati a principi di lealtà, trasparenza, responsabilità, affidabilità e correttezza in linea con i valori della banca.

Customer satisfaction

In 2014, working in partnership with DOXA, Banca Mediolanum carried out its usual customer satisfaction survey to assess the level of satisfaction of its customers. A sample group of 4,500 Banca Mediolanum account holders was interviewed, and the results were then compared with a sample of account holders from the major Italian retail banks.
The survey analysed:

Reasons for choosing Banca Mediolanum;
Relationships with other banks;
The Bank's image;
Ways in which the bank services are used (financial advisors, Internet banking, customer services, app);
Level of satisfaction with the financial advisor, channels, products, promotions, communications and services offered.

Overall satisfaction levels have always proved to be very high and in 2014 the overall satisfaction index for Banca Mediolanum customers remained well above the market average (80 vs. 69).

In addition to the overall index, levels of satisfaction expressed with regard to the two following aspects merit a special mention:

Advisors/branch representatives/managers (index of 87 vs. the market average of 73);
Efforts dedicated to social concerns (75 vs. the market average of 59).

The willingness of the customers surveyed to recommend the bank to friends/relatives/acquaintances (word of mouth index) was also significant, achieving a score of 83 vs. the market average of 70.

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