Armbusinessbank made a pioneering move within the Armenian banking system by implementing customer satisfaction surveys using the globally recognized Net Promoter Score (NPS) methodology via the Satisfai customer experience management platform.

“Our commitment to continuously enhancing the positive customer experience and providing exceptional service in the banking sector is represented through our latest initiative. Individual customers, after having completed any in-branch transaction, will receive real-time SMS notifications to rate their overall impression of the bank on a scale from 0 to 10,” the bank said in a news release.

It is noted that the Net Promoter Score (NPS) survey is a widely recognized and respected metric for measuring customer loyalty and satisfaction.

“By comprehending our customers’ opinions, we can identify areas for improvement, as well as the strengths and weaknesses of our operational, product, and service offerings. These insights empower us to make necessary adjustments, ensuring that we consistently deliver exceptional services that meet our customers’ expectations and requirements.

Furthermore, we are planning to expand the channels of distributing the NPS survey to our customers, transitioning to digital platforms, including email and our mobile app.

This transparent and proactive communication aligns with our bank’s new strategy of delivering superior customer service in the banking system. With an unwavering dedication to excellence, we strive to exceed our customers’ expectations and provide them exceptional value,” the news release reads.

Armbusinessbank is controlled by the Central Bank of RA.