On June 27, 2017, with 33 companies named as finalists competing for the 6 places enabling them to access Awards of Excellence, Client. This ceremony – co-founded by the Academy of the Service, Ipsos and Trusteam Finance – recognizes companies that place the customer at the heart of their strategy to provide the best possible experience. ING Direct is the only French bank to be awarded the precious trophy, alongside brands such as Decathlon, Leroy Merlin, Nature & Découvertes, Nocibé and Picard.
ING Direct receives the Trophy for Excellence in Customer 2017L’innovative approach to relationship banking ING Direct rewarded
According to Olivier Lagrand, managing Director of Ipsos Loyalty : “to Improve the bank, anticipate customer needs, propose a new banking relationship with the French, it is the state of mind of ING Direct. It receives excellent satisfaction scores in its sector, a reflection of its ambition to provide an experience that is fluid and simple to its customers. ING in France is a company that is distinguished by a dynamic culture fostering personal initiative, the cornerstone of a strong customer-focus that makes her a natural recipient of the Excellence Award Customer-2017 “.
Congratulations to teams #ING ! @ingdirectfrance @ingbankfranceRH https://t.co/yaClHNQfry
— Muriel Rocher (@MurielRH) June 28, 2017
ING Direct – a leading bank digital in France – is the winner of the 1st edition of the Awards of Excellence Client for ” the quality of the relationship that it maintains with its customers and the success that it gives “.
The online bank which has over a million customers would have been distinguished ” for his innovative approach to the banking relationship “.
“For ING, have the best customer experience is the central idea at the heart of our DNA. We are engaging constantly with customers and all of our services are co-constructed and then tested with them. What we will remember from this conversation continues, it is that customers want an experience that is easy, seamless, custom ; the bank is available at any time, independently or with the support of experts ING to their request, ” said Olivier Luquet general manager of ING Direct.
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Excellence award Client : an original methodology
At the base, nearly 80 brands competed to get the 6 Excellence Awards Customer awards. To break the tie, 3 criteria were considered : customer satisfaction, customer culture and the means implemented.
- The 1st step of the selection was to collect the views of consumers through the barometer Ipsos-Trusteam Finance – measuring the customer satisfaction from 75 000 Europeans in 5 countries and in 15 key sectors. The 33 companies named as finalists are those that have obtained the best scores.
- The 2nd step is based on the implementation by the companies named as finalists for the operational capacity and financial resources. The companies named as finalists were submitted to a questionnaire and a face to face interview. The jury – composed of 3 founders – then rewarded the 6 companies that stand out.
Well played ING Direct !
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