Ziraat Bank prioritizes customer satisfaction throughout all of its business processes as a service provider, embedding customer-focus at the heart of its management approach.

Ziraat Bank’s goal is to continuously improve its processes and offer banking products and services to all customers in practical, intelligible and accessible ways, enriching the industry through innovative and exemplary practices.

Ziraat Bank is committed to establishing long-term and productive relationships with its customers, generating tailored solutions to meet customer needs without compromising on quality service. Improving customer satisfaction and reducing complaint rates are among Ziraat Bank’s quality objectives. To this end, the Bank has identified the necessary methods and tools to manage standard customer complaints more effectively.

Customer suggestions, requests and complaints submitted to the Ziraat Bank Call Center regarding all channels and products are meticulously reviewed. Work is carried out to increase positive feedback and analyze and address the root causes of any negative feedback. After necessary evaluations, feedback is provided to customers on an individual basis to ensure customer satisfaction and loyalty. Additionally, real-time actions are taken through social media channels to ensure prompt responses.

At the end of every call to the Call Center, Ziraat Bank presents customers with a satisfaction survey and conducts evaluations and adjustments based on the results obtained. Moreover, the bank incorporates data obtained from monthly call monitoring into performance measurement through the Telephone Evaluation Form.

Despite the increase in call volume in 2023 due to the devastating earthquakes and natural disasters in Turkey, Ziraat Bank achieved a high level of customer satisfaction by surpassing legal service levels in terms of accessibility, response rates and levels of service.

Through the Interactive Voice Response System enriched with voice guidance technology, 62% of customers who called the Call Center completed their transactions.

With the Central Branch Telephone System, which offers solutions to branch customers’ requests through non-branch channels as quickly as possible, 42% of calls received by branches were processed, concluding through the call center.