UniCredit C.A.R.E.S. programme puts our customers first
UniCredit Bank Hungary has made customer experience a strategic priority – constantly acting in customers’ best interests to provide both retail and corporate clients with outstanding service and tangible benefits. While the world is ever-changing, one thing that remains the same is customers’ demand for a superior experience with our bank.
As part of this commitment, in 2023 we launched our UniCredit C.A.R.E.S. programme. C.A.R.E.S – which stands for Customer, Action, Return on investment, Employee and Strategy – has been built around our Value of Caring. The programme puts customers and employees at the centre of everything we do to make customer experience a key component of our daily activities – increasing loyalty and enhancing our performance.
We are thrilled to have launched our C.A.R.E.S. programme and we are already seeing the results, not only in-house – colleagues better understand now the importance of CX and act on it – but also in relation to our customers, who are more and more satisfied with our services, as seen in our NPS results, and in the sharply declining number of complaints. Certainly, it’s a long journey, but we have made the first steps and see the road clearly ahead of us – and we are ready to follow."
Head of Customer Experience