It made significant investments in building its activities in business and corporate banking, and on the international market, as in the UK. It revised its operating model to lower costs, sold some UK operations while developing its venture with the UK Post Office, and launched a series of customer service programmes.
In particular, BoI engaged 6000 of its employees in training schemes and empowered front-line staff to solve customer-related issues when they arise – 90% of which were dealt with on the spot. Queue management initiatives were developed, and phone and online banking were enhanced to simplify and improve customers experience. The use of online and phone banking was also rewarded by new personal current accounts that offer favourable conditions if technology is used in dealing with the bank.
“In an era of increasing competition, it is great to see that BoI is rated as the top bank by an independent assessor,” says group chief executive Brian J Goggin. “The award reflects the continuing excellence in our delivery of strategy, our strong focus on meeting customer needs in a responsive and innovative way, all of which are delivered by excellent, committed people throughout the bank. We look forward to continuing growth and success in 2007.”
