Spaargids.beWhen Michael Ancio becomes the new CEO of BNP Paribas Fortis on January 1, 2023, he immediately knows what to do: increase customer satisfaction. In the big survey that Spaargids.be Held at the 2022 Bank Awards, only ING performed weaker. Results overview.
By Johan Van Geyte, in association with Spaargids.be
Between 7 and 18 November, Spaargids, Guide-épargne and polling agency iVox asked the opinion of visitors to their online platforms, Spaargids.be and Guide-épargne.be, as well as a number of other DPG media channels such as hln.be and 7sur7.be.
They can express themselves about the banks of which they are clients. Nearly 31,000 people have responded. This concerned both people who were clients of one bank and people who had accounts in several financial institutions.
Are you looking for the full results of Bank Awards 2022? You can find it here.
Many action points
For BNP Paribas Fortis, this resulted in a lot of action points. Overall, the bank has a score of 6.1/10 from its customers. In the overall ranking, won by KBC with 7.9/10, only ING fared less well with 5.8/10.
BNP Paribas Fortis achieved the best result for its branch network. The bank got 6.4/10 for it. In the 25-34-year-old group, it achieved a good score of 7.1/10, but that is partially offset by Samman’s score of 5.9/10 in the 35-44 age group.
The experience of office staff is rated as good at 58%. The distance to the office also attracted more than half of the clients. And 53.9% rated customer focus in communication positively.
The working hours were less good. Almost one customer in three said it was no good.
Reading advice: Test-Achats requests to freeze the number of ATMs.
BNP Paribas Fortis also has a score of 6.4/10 for digital banking. The lowest score here was given by people between the ages of 25-34 with a 5.7/10, while 65+ had a bid of 6.5/10 for their bank auction.
56.6% of customers praised the ease of use of the bank’s digital channels, 51.9% found the product range to be complete online and 62.4% expressed satisfaction with online security.
As a savings bank, BNP Paribas Fortis also has a score of 5.4/10 from its clients. The 35-44 age group holds it at 5.1/10, and the over-65s hold it at 5.5/10. Women are slightly more positive than men.
Want to know what savings rates BNP Paribas Fortis offers and how they compare to other banks? You can do this via the comparison tool at Spaargids.be.
BNP Paribas Fortis scores significantly lower as an investment bank. It couldn’t get past 5.4/10. The ratings ranged from 5.0/10 in the 18-24 year old group to 5.5/10 among the 65+.
The quality of the research and market information will not be. Here, 41.8% gave the bank a positive score and 40.8% a neutral score. The range of investment products is also well rated. 44.4% gave a thumbs up. 42.2% are neutral.
When evaluating an online investment platform, a neutral score dominates. Prices and costs can count on positives of only 20.3%. Customer service still gets a slightly positive rating, although 17.2% also gave a negative rating.
Curious how your bank scored in the Bank Awards 2022? Or are you looking for an alternative that suits you more? Here you will find an overview of all results.
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This article was brought to you by our partner Spaargids.be.
Spaargids.be is an independent comparator of bank products and looks for competitive pricing and better interest rates.
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