Raiffeisen Bank Romania have been awarded the gold trophy for the CX Team of the Year at the European Customer Experience Awards 2024, organised by Awards International.
“It’s truly incredible, it’s a real honour for us to receive this award. I must say we worked really hard to transform the customer experience at Raiffeisen Banks, so it’s an incredible reward. This is true recognition of our efforts.” says Mihai Ciuta, who accepted the award on behalf of the team.
Raiffeisen Bank Romania’s Net Promoter Score (NPS) for relationships has soared 30% over four years, while Net Satisfaction Scores (NSS) has grown significantly across daily banking (13%), savings & investments (40%), and loans (28%). These figures solidify the link between their efforts and a positive CX.
The company aims to bridge the gap between customer needs and business goals, in which the CX & Research Team plays a critical role.
The CX & Research team plays a vital role in propelling Raiffeisen Bank Romania towards its vision of becoming the preferred financial ecosystem. The team is structured through a group of expert leaders, research managers, research analysts, and branch experience ambassador.
The award-winning initiative from the bank speaks of its engagement, commitment and delivery to transform CX and propel business growth. This is through building a strong foundation — with clear roles and structure, unified customer view, deep customer understanding and culture transformation — continuous improvement and collaboration — alignment with leadership, a CX council, transparency and shared ownership, and collaboration with the UX team.
The CX & Research team has demonstrably improved CX and satisfaction. It has fostered a collaborative culture within the bank, and this is what has led to its success — through a commitment to employee development.
Check out the full list of winners of the European Customer Experience Awards 2024 here.