Customer Satisfaction and Experience

Ziraat Bank aims to provide the best customer experience with its wide range of products and personalized service approach, while providing a multi-channel service experience to its customers with its high technology and digitalization level. The Bank prioritizes security while ensuring the highest level of customer satisfaction and experience.
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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.
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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.
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Ziraat Bank is committed to establishing long-term and productive relationships with its customers, generating tailored solutions to meet customer requirements without compromising on quality service.

Customer Satisfaction

Improving customer satisfaction and reducing the number of complaints 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.
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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.
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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.
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Ziraat Bank’s customer satisfaction rate was 4.68 out of 5 points in 2024. In 2024, the Bank’s customer feedback finalization rate was 99.4%.
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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.
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At Ziraat Bank, high customer satisfaction is achieved by realizing accessibility level, response rate, and service level above the legal requirements.
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In 2024, through the Interactive Voice Response System enriched with voice guidance technology, 63% of customers who called the Call Center completed their transactions.
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In 2024, with the Central Branch Telephone System, which offers solutions to branch customers’ requests through non-branch channels as quickly as possible, 43% of calls received by branches were processed by the call center.

Targeting the best customer experience at the Call Center

With the vision of the best customer experience and aiming to contribute to regional employment in Anatolia, Ziraat Bank provides uninterrupted service to its customers through call centers located in different regions of Türkiye. The Bank has Call Centers in 5 locations in Van, Bolu, Erzurum, Sivas, and Samsun.
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Ziraat Bank continued its endeavors to increase the service diversity of its Call Center, which has a wide set of transactions, in 2024 and increased the product diversity in sales calls through the Call Center channel. As a result of sales calls made through the Call Center channel, the sales share of the product was in line with the industry average.
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Ziraat Bank continues to invest in human capital with the awareness of the critical role of employee motivation and professional qualifications on service quality and customer satisfaction. The Customer Contact Center employees are supported with training activities, and their achievements are rewarded. In addition, the number of personnel was increased, reducing the workload per employee, thereby increasing employee motivation and ultimately improving customer satisfaction and experience.
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The Bank considers customer feedback a valuable opportunity to improve its service quality and standards, and provides information flow through different platforms within the framework of the collaborations it has established.

Collaborations Established to Increase Customer Satisfaction

Existing collaborations with Şikayetvar and Somera platforms were maintained in 2024 to strengthen customer experience and satisfaction. On the Şikayetvar platform, where customers share their feedback and complaints about the institutions and companies they receive services from, Ziraat Bank was selected as the bank attaching the most importance to customer satisfaction and experience among public banks, becoming the bank responding to customer complaints the fastest.