Client service reviews are going online, providing our clients with an efficient, client-centric and harmonised process to give us feedback on quality of service and partnership.
This multilingual service review solution has been devised to make the feedback process as user-friendly as possible for our clients and also provide them with a 360-degree view of their feedback across services and locations. This consolidated view will be available to them at any time and from any device, enhancing the availability, transparency and traceability of information.
Online service reviews are accessible via the NeoLink client portal and have two main streams:
- A Client Satisfaction Scorecard, enabling clients to provide online feedback on the ongoing relationship and the quality of service at any time. These inputs are analysed and discussed during the next formal service review meeting.
- An online Action Plan Follow-Up, allowing clients to get a detailed view of their action plan at any time. Clients are also able to request updates and add comments on pending actions via our user-friendly interface.
Mark Hillman, Head of Global Client Services at BNP Paribas Securities Services, commented:
“We want to deliver the best possible client experience, and service reviews are an integral part of this objective. This is why we are making the service review journey as easy as possible for our clients to rate our services and access their information online 24/7.”
Online reviews are being rolled out progressively to clients in all BNP Paribas Securities Services’ locations worldwide.