Banorte listens to its clients

With a total investment of 2.2 billion dollars, Banorte implemented a nationwide program that allows customers to measure the quality of service of the bank in real time, at any of its 40,000 points of contact, such as branches, ATMs, telephone contact center, digital banking, and correspondent locations. The implementation, which was carried out in record time, was driven by Banorte's philosophy of listening to the client on the spot, and radically transforming customer experience based on their recommendations.

The NPS survey is launched upon conclusion of the client’s interaction with the bank, which allows the client to evaluate the service received in real time. This triggers a process reengineering protocol to improve satisfaction levels.

"At Banorte, it is very clear to us that customers are the commanding voice”. Our priority is to provide a service of excellence, agile and innovative; therefore, listening to what they think of us in real time, is the key to improving our processes. We are transforming the bank minute by minute”, said Marcos Ramírez Miguel, CEO of Grupo Financiero Banorte.

Banorte is the only bank that uses NPS (Net Promoter Score) across all of its channels,  to measure the level of loyalty and customer satisfaction for more than 300 transactions and service attributes.

Thanks to listening directly to our client's opinions, as of January 2019 we have achieved a world-class NPS score.  For example, for Banorte Móvil, our mobile application, the NPS score totaled 74, a score reached by world class companies, leaders in customer experience.

It is the client himself, through his/her own evaluation, who dictates what new functionalities Banorte must develop for its mobile app, and which ones require further improvement, guiding the bank's investment and efficiency processes. In this way, the true leader of the bank´s systems development is the client himself.