Cooperation with the 1st International Ukrainian Bank “Pumb”
We implemented our research strategy by measuring customer service quality, the Mystery Shopping program, subjective assessments, benchmarking, IT solutions, and analytics.
First Ukrainian International Bank (PUMB) is a large private bank. It has been active on the financial market for 25 years and serves more than 30 thousand corporate clients while 2.5 million private clients use its services. It is a recognized leader in service quality.
Quality retention since 2012: Only “good” and “excellent” marks. Full immersion of staff in the service.
100% compliance with service standards
Cooperation with Renault
We increased the number of clients as well as the motivation of employees and achieved an individual approach, instead of blind standards fulfillment with the help of the “mystery shopper” service and via call center surveys.
Renault is a company that has been making the automotive history for 117 years. It has 500+ official car dealerships.
Service growth from 84% to 97%
It has high levels of recommendation: 97 out of 100
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