Customer Satisfaction and Experience

Ziraat Katılım prioritizes customer satisfaction and adopts a systematic approach to achieving this goal. Feedback received through regular customer satisfaction surveys is meticulously evaluated. Feedback received through the Bank’s 15 distinct channels is addressed within a maximum of 2 business days.
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In line with these assessments, the areas for improvement are identified through workshops organized 4 times a year, aiming to continuously improve business processes.
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The Bank creates customer experience maps for the products and services it offers to its customers and conducts studies to re-evaluate and improve all processes with a customer-oriented approach.
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Ziraat Katılım’s extensive customer portfolio, which includes salaried employees, farmers, SMEs, business owners and employees, corporate companies, and foreigners who own investment or wish to invest in Türkiye, consists of 96% domestic and 4% foreign nationals.
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17% of the Bank’s customers interact through telephone banking, 20% through internet banking, 65% through mobile banking, and 58% through the branch channel.

Activities carried out in 2024 to increase customer satisfaction

Customer Experience Maps: In order to strengthen the Bank’s customer-oriented approach, 8 distinct customer experience maps were developed. These maps were used to identify the challenges customers face when using the Bank’s products and services. The identified development areas were evaluated together with the product owners and improvement activities were carried out.
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Analysis of Customer Feedback and Workshops: Notifications received from customers were analyzed in detail on a quarterly basis and workshops were organized. In these workshops, sector representatives met and discussed the points that need to be improved and evaluated solution proposals.
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Renewal of internet and mobile banking applications: As part of the Internet and mobile banking applications renewal project, in order to make the Bank’s digital service channels more user-friendly and functional;1. Netrography; customers’ demands and complaints on the Internet and social media are reflected in the application design.2. Usability (card sorting, tree testing, etc.) workshops were held with focus customer groups and the results were reflected in the application designs. 3. User experience design (UX Design) and customer experience design (CX Design) approaches and elements are made a part of application development processes.
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Project-based collaborations: Project-based collaborations were made with companies specialized in this field to improve customer experience. In addition, teams formed within the Bank were supported in terms of customer experience design through both recruitments and training. At Ziraat Katılım Digital Branch, a development program was implemented to understand customer demands and expectations in the best way and to offer the most appropriate options.
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Ziraat Katılım’s customer satisfaction level measured by the customer satisfaction survey in 2024 was 91% for the Bank’s digital channels and 94% for the call center channel. The Bank’s average response time to customer feedback is 1.94 business days in 2024.