Monitoring the client’s experience of the service provided across all the bank's commercial structures, through a questionnaire that assesses their level of satisfaction.

Monitoring service quality and other aspects that impact the client experience in commercial areas.

Continuous monitoring of the client experience immediately after the main phases of the relationship with the bank, in order to identify improvements that enable us to fulfil their expectations and needs.

Carrying out specific and regular studies using different methodologies, depending on the critical issues of the moment.

Evaluation of client satisfaction in the various dimensions of digital channels (features available, ease of use, security, visual attractiveness) and comparison with the competition.

Monitoring of external reference market studies such as ECSI, developed by APQ and NOVA IMS, and BASEF Banca, developed by Marktest.