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Client satisfaction monitoring as a source of

mutual confidence

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Florent MARETTECOO

Cetelem IFN SA

ALB National ConferenceBucharest, November 15th, 2012

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Who is our Romanian IFN Customer ?

221/04/23

From all ages > 25 years oldFrom all ages > 25 years old Mostly UrbanMostly UrbanMen and Women Men and Women

Mostly marriedMostly married Present all over the countryPresent all over the country Mostly with a medium educationMostly with a medium education

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Customers state of mind :Romania in the European context

Pessimistic view on the current situation of economy : Only 8% of Romanians are considering their economy as good versus 27% of Europeans considering their economies as good.

Study operated by European Commission on all the countries EU member(field work ended May 2012) 321/04/23

Romanians are reluctant to make long term plans and have short term ( less than 12 months) perspective on their household evolution.

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421/04/23

Romanians are seeing the peak of the crisis more closed to the end that the Europeans in average are perceiving

Better views on the next 12 months of Romanian people on the economic situation and unemployment evolution (significantly more optimistic than Europeans in general)

Customers state of mind :Romania in the Crisis context

Study operated by European Commission on all the countries EU member(field work ended May 2012)

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521/04/23

A “consumer credit full player”

business model

A “consumer credit full player”

business model

Aresponsible

lendingstance

Aresponsible

lendingstance

The customerat the heart of our

growth model

The customerat the heart of our

growth model

Customer satisfaction as core target

In the long term win-win relationship the clients have become

the best advisors

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621/04/23

How we can measure “the voice of the Customer”?

Clients complaints managementMeasured process in place to gather and plan actions based on our complaints feedbacks

Customer satisfaction survey twice a year BNPP Group survey

On the spot feedbacks on Points of Sale permanent Quality box available for clients

Focus GroupsSide information gathered from clients & non clients by interviews

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721/04/23

Customer satisfaction survey: S1 2012 BNP Paribas Personal Finance Group

Romanian consumers show a high level of satisfaction....but their expectations is growing on a clear trend.

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Debate subject: claims – negative or positive information?