Customer centricity
our core ambition
Customer centricity is neither a fad nor a slogan. It ref lects the need to
recognize and formally embed in our business models that every company
exists, f irst and foremost, to serve its customers according to their specif ic
needs. Customer-centricity is becoming increasingly important in all
industries worldwide, including banking and f inance. The Attijariwafa bank
group is fully aware of these issues and is determined to serve its customers
to the best of its ability.
CUSTOMER SATISFACTION A LONGSTANDING PRIORITY
At a time when new technology makes it possible to f inely tailor offers
and customer journeys the Attijariwafa bank group as a trusted partner
to its customers has always been committed to a process of continuous
improvement of customer satisfaction
It has set up formal tools to manage this satisfaction notably through a
customer feedback program PEC to measure the level of satisfaction
of both external and internal customers between the banks network its
central departments and its subsidiaries
The measurement carried out as part of this program revealed an overall
customer satisfaction rate of 94 in 2022
Hassan Bertal
Deputy CEO
Retail banking, Morocco and Europe
CUSTOMER CENTRICITY
