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