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Quality of service and customer satisfaction

At the heart of the strategy are the customers: the goal is for the Bank to become the primary financial service provider for its customers through excellent customer relationships. This is the main driver behind CIB’s corporate governance, day-to-day operations and the changes the bank undertake.

In 2023, customer retention and maintaining close relationships are the Bank's priority. The customers have been contacted through dedicated bankers and channels with answers and solutions to their feedback. This is implemented within the framework of the still high-priority CIB Survey Programme. 

In the programme, CIB provides customised solutions for individual feedback, while the results of the CIB Monitor (Top-Down NPS) survey are assessed across the entire customer base.

This latter, comprehensive research, leveraging on the increasing amount of data received, provides an opportunity for the bank to offer solutions also to customers who are not reached through its research, but who may still have similar problems in managing their day-to-day finances.

The CIB Monitor was established under the direction of the bank’s Parent Company, Intesa Sanpaolo

Service quality

A high level of customer focus is ensured not only by the training of the employees and the incentive system and corporate culture that determine their attitude, but also by the prudent and effective corporate governance system. Within the corporate governance framework, which is largely determined shaped by the statutory requirements, the following elements are the most important in terms of ensuring customer focus:

ü	Assertively representing customer’s interests at the highest decision-making levels when planning our strategy and the actions required to implement it.
ü	In our pricing policy, besides observing principles of fair competition and market efficiency, we consider the opportunities of our customers, and alongside responsible decision-making, we strive to extend our products and services to a wide range of customers so that no one is excluded due to their disadvantaged situation
ü	Stakeholder dialogue with the professional and civil-sector organisations that represent the interests of customers
ü	Our compliance system, which aims to ensure full observance of the statutory regulations that are aimed at ensuring the well-being of customers
ü	Self-regulation in terms of responsible and ethical marketing and sales (see annex for the certificate)
ü	HR systems and processes that ensure customer focus in the day-to-day work of employees (corporate culture, incentive system, training, diversity)

 

Customers’ value

Supporting innovation and development is one of the bank's objectives.In 2023, the bank further developed its ATM network (with ATMs for instant cash payments) not only near its branches, but also in other locations through new partnerships. The use of digital tools available in the branch network, which aim to reduce the amount of paper used and simplify administration, is part of everyday operations.  But it has also developed not only the tools but also the products to make them available online, speeding up the process of requesting services. In line with current rules and digital developments, previous steps can be omitted or modernised to make banking faster and easier for customers..

When customers respond to customer satisfaction surveys, it means they trust us to take their views into account. In 2023 (following its launch in 2019), the CIB Survey Programme was already being used as a solid tool for surveying the opinions of the bank’s customers, and this has now been rounded out effectively by the new CIB Monitor Programme. Customers were asked not only about their overall satisfaction, but also about their product and channel usage habits and satisfaction.

In addition to satisfaction surveys, the Bank pays particular attention to the handling of complaints received.

It is important to approach these inquiries with a customer-centric approach, and this approach was supported by continuous training and expert assistance within the Bank's departments throughout the year. In 2023, the number of customer complaints received by the CIB Group will continue to decrease, thanks to the digital improvements implemented, the new functions introduced through electronic channels, the paperless service requests available on mobile phones and in branches, and the further development of the ATM network, among other things.

Under the new model, the number of branches operating in a renewed environment was further increased in 2023, and customers are able to make appointments for personal advice and services via the bank’s website.

^{Based on data as at 31 December 2023}

In 2023, the bank decided to phase out one of its applications, which is no longer supported by technology, and has been preparing its customers who used this application, the first internet banking channel, throughout the year. The decision to phase out the application was rational, but customers were inconvenienced by the decision. Comments and complaints about the withdrawal of the channel were received throughout the year, and customers who found it more difficult to cope with the transition to the new channel voiced their dissatisfaction, increasing the number of complaints about electronic channels.

There were also some minor disruptions during the year, which led to an increase in the number of incoming calls to CIB24, the telephone helpline. The increased number of calls resulted in longer waiting times to be connected to the operator, which eventually resulted in complaints.  During the year, in recognition of CIB24's capacity problems, further work reorganisation and resource increases were made in the relevant department. 

^{Based on data as at 31 December 2023}

Customer protection and responsible sales

For CIB Bank, it is of utmost importance to provide its customers in payment difficulties and those who have fallen into payment arrears with appropriate information and to find a solution together. In case of payment delays, the Bank may therefore contact its customers through various channels (by post or, with their consent, by SMS, telephone or electronic means) in order to establish contact and find a solution together. The Bank may also contact its customers in person through an agent, who will be informed by post of the identity and contact details of the agent prior to the contact.

The Bank requests its customers to inform the Bank as soon as possible, preferably before the payment default occurs, if there is a negative change in their solvency, in order to find a solution for its customers as soon as possible.

Payment facilitation solutions are also available if customers are in arrears or if they have been paying their instalments in good time but are experiencing payment difficulties.

In negotiating with the customer, the Bank will seek to maintain the original terms of contract, and the employees will also provide information on other payment facilitation and restructuring options involving contract renegotiation. The Bank provides both short-term (temporary) and long-term (contract amendment-based) solutions to help its customers manage the payment delay. 

• As a temporary solution, the Bank offers its customers a grace period or an instalment repayment agreement to settle the overdue debt.
• For loans secured by real estate: maturity extension, payment facilitation, termination of combined schemes.
• For loan products not secured by real estate (personal loans, overdraft facilities, credit cards, shopping cards): maturity extension, debt settlement.

Key elements in a responsible customer relationship

Regular communication	The bank maintain personal contact with it’s customers and engage in continuous dialogue.
Trust	Customers should feel secure and should have confidence in their point of contact for matters financial.
Partnership	The Bank establish stable, crisis-proof partnerships with dependable professional support and open communication.
Value creation	The Bank develops long-term financial solutions that create real value.
Simplicity	Drawing on the synergies within the banking group, the Bank gives preference to the simplest and most transparent structures and solutions.

Responsible marketing

The CIB Group supports the achievement of strategic goals with the visual appearance and slogan used in its marketing materials. Existing and potential customers become aware of the Bank's products and services through marketing activities. It is important for the Bank to provide clear and accurate information in a way that generates interest in its products and services. 

The marketing communication materials will be finalised after the legal and compliance departments have reviewed them, to ensure responsible operation and full legal compliance. The bank takes both ethical and sustainability guidelines into account in the campaigns. The CIB Group does not advertise in media that provide a platform for the expression of any extreme views. 

In line with the goal of responsible communication with the customers, and in compliance with the statory provisions, the bank does not recommend it’s products to minors, and it does not advertise in public institutions where the education and training of young people under the age of 18 takes place. 

The certificate from the Self-Regulatory Advertising Board on advertising self-regulation can be found among the appendices. 

The Bank takes into account the principles of diversity and inclusion in its marketing communications activities..

A process of environmentally responsible marketing communication activities was implemented from the summer of 2023, in the course of which the Bank applies guidelines to be followed during media buying, production, event management and the purchase of promotional gifts.

Customer health and safety

CIB Bank protects the health and safety of its employees and all the people in all its head offices and branches. For this purpose, it has the necessary safety and operational regulations in place.

In accordance with the relevant statutory regulations, wearing a mask was no longer mandatory in branches from 7 March 2022, but in order to protect health, this option remained available to both customers and employees, furthermore, the Bank continued to recommend that a distance of 1.5 metres be observed, and protective plexiglass were still used at customer service counters in branches where this was requested and also possible.

Innovation digital transformation

In the retail segment, CIB aims to increase the volume of lending by developing the various sales channels, in particular the mobile app, the internet banking platform and the online product-application processes that are available through the website. In the area of premium banking services, the aim is to continuously expand the offering, and to provide high-standard asset management and insurance products and excellent, standardised banking services through the electronic channels and the branch network. While one of the primary objectives of the strategy remains to serve the needs of Generation Y (born between 1980 and 1994), the Bank is now also serving Generation Z (born between 1995 and 2009) and even Generation Alpha (born between 2010 and 2024) with the latest members of the ECO account family, while also playing a role in the financial and digital education of the younger generations. CIB is looking to expand its activities in this area by developing new digital products and services and through cooperation with institutions of higher education.

Part of CIB’s business strategy is to strengthen the corporate segment’s market position by acquiring new customers and increasing business volumes. By upgrading the corporate internet banking and front-end system and by simplifying processes, the aim is for SME and large corporate customers to execute an increased proportion of their payment, deposit and currency transactions at CIB. There is also a major emphasis on strengthening treasury and documentary services. In addition to the above CIB wants to further exploit synergies with its Parent Company, Intesa Sanpaolo, in order to strengthen its presence in the multinational corporate sector. 

From 2023, the international Confirming solution is available in ISBD countries, simplifying the financial side of cross-border trade relations, either through account management or factor financing, thereby reducing the risk for customers. The bank introduced an Online Corporate Account Opening platform with chat and video chat functionality by the end of 2023, and the proportion of retail customers using digital services is expected to reach over 85% by 2025. 

The bank has prepared the foundations for ESG-conscious lending by setting up a dedicated ESG team, laying down key principles and adding ESG rating elements to its data, so it can support its clients on the topic and create a transparent ESG strategy.

CIB strive to reduce the adverse environmental and social impacts of it’s products and services.

• Risk management processes
• Decision-making process
• Comprehensive provision of information to stakeholder customers and partners
• Simplification
• High degree of self-regulation in advertising

The digitalisation processes paving the way towards an integrated multichannel Bank

Digital transition is measured by the Bank using the following two performance indicators:

• CIB Customer digital ratio was 84.1 % in 2023 (which means an increase by 2.5 % from 2022)  
• The ratio of CIB customers using a new product or service through digital sales was 47.9 % in 2023 (which means an increase of 1.9 % compared to 46 % in 2022)

More details on innovation and digital transformation can be found in the non-financial section of the Bank's Business and Management Report by clicking here.

Responsibility towards the supply chain

Our suppliers

Responsible procurement is a key pillar of the Bank’s operations. Therefore, the bank’s most important core principle when choosing suppliers is to display fairness and transparency in the selection process, which is thus based on the joint application of tendering and negotiation. This is why it is especially important to maintain good supplier relationships that enable continuous dialogue. The objective is to operate an efficient cost management system and procurement process, and to control expenses. The same terms apply to all suppliers, and in the course of their selection the Bank enforces the same procurement principles and rules consistently.

The procurement principles are as follows:

• a supplier selection system that ensures transparency and a level playing field;
• consistent and favourable payment terms;
• insisting on legal, above-board employment even at the subcontractors;
• the use of environmentally friendly technologies, environmentally friendly products and materials, and the recycling of waste is encouraged and in certain cases compulsory. 
• taking ESG guidelines into account when selecting suppliers.

The management of suppliers is important for CIB Bank, and covers all activities needed to register and monitor suppliers, and to analyse and assess them based on technical, financial, commercial, environmental and social sustainability factors as well as on organisational considerations and reputational risks, and in terms of how good a fit they are in light of our specific needs.

The Parent Company made the decision to introduce the Supplier Portal (Portale Fornitori) system at the subsidiaries. The future suppliers of CIB Bank will have the possibility to register themselves on the portal, providing not only their official data but also specifying the procurement categories which they have experience in. At the same time, it allows CIB Bank to increase its knowledge of its suppliers, both existing and prospective, and to increase the degree of fair market competition between them.  

The ISO 50001 guidelines that were previous integrated into the procurement processes (for example, the principle that low-consumption, energy-efficient and sustainable equipment and solutions should be prioritised over high-consumption alternatives during the procurement process) are fully in line with the Rules in Green Banking Procurement which was adopted in 2023. The initiatives under the latter are essentially aimed at protecting the environment. CIB Bank is committed to the responsible sourcing and use of goods and services that comply with the regulations on environmental protection and conservation. The main considerations are energy consumption, CO2 emissions, waste generation, and consumption of materials such as paper, toner and stationery. In keeping with the principles of CIB’s Parent Company, Intesa Sanpaolo, ethically sound conduct is reflected in a commitment it insists on in the contracts the Bank concludes with suppliers, which is that the suppliers must confirm, before signing the contract, that they have read the Code of Ethics, understood the parts that relate to them ("Guiding Principles for our Stakeholder Relationships" and "Guiding Principles for our Supplier Relationships"), that they agree with its contents and that they will fully comply with its provisions in their own operations. At the same time, suppliers can submit reports related to ethical issues at etikaibejelentes@cib.hu.
In addition to the rules regarding ethical behaviour, contracts concluded with all the suppliers of the Bank now include paragraphs related to GDPR and anti-corruption, in compliance with the internal policies and the external regulations.

Other key issues are: 

• respect for the rights of suppliers (in particular the right to health, safety and non-discrimination);
• respect for human rights throughout the supply chain (in particular the avoidance of suppliers who violate the human rights of their employees or their wider community);
• the inclusion of energy efficiency considerations as a key element of the procurement, refurbishment and construction plans.

Number of suppliers and value of services purchased by geographical area

	Number of suppliers			Value of purchased goods and services (million HUF)
	2021	2022	2023	2021	2022	2023
Total	1,294	1,472	1,346	22,986	24,889	27,070
Hungary	1,217	1,375	1,255	17,500	19,098	20,208
Europe (excl. Hungary)	67	84	78	5,111	5,294	6,393
North-America	8	13	12	352	498	470
Asia	2	0	1	24	0	0

^{Based on data as of 31st December 2023}