Sales practices and customer satisfaction
The topic addresses transparency in business practices and clear communication of product and service conditions, including training of bank correspondents on the topic and issues related to customer satisfaction and experience of the product/service provided.
Impacts
Credibility in the use of personal data
|
Rating Positive or Negative |
Event Potential or Real |
For negative impacts Activity or process in the supply chain that causes the impact |
Affected Resources/Stakeholders |
|---|---|---|---|
| Positive | Real | - | Community, employees, company and suppliers. |
Quality and credibility of customer service
|
Rating Positive or Negative |
Event Potential or Real |
For negative impacts Activity or process in the supply chain that causes the impact |
Affected Resources/Stakeholders |
|---|---|---|---|
| Positive | Real | - | Community, employees, company and suppliers. |
Financial impact on the client
|
Rating Positive or Negative |
Event Potential or Real |
For negative impacts Activity or process in the supply chain that causes the impact |
Affected Resources/Stakeholders |
|---|---|---|---|
| Negative | Potencial | For inadequate sales practices employed by third party companies/bank correspondents. | Community. |
Increased vulnerability to data theft, scams and fraud
|
Rating Positive or Negative |
Event Potential or Real |
For negative impacts Activity or process in the supply chain that causes the impact |
Affected Resources/Stakeholders |
|---|---|---|---|
| Negative | Potential | With the increase in cybercrime, the need to adapt to the new reality of hybrid working arrangements (implementation of teleworking and Home Office), during some stage of the customer service process. | Community, employees, company and suppliers. |
Financial loss due to lack of customer service support
|
Rating Positive or Negative |
Event Potential or Real |
For negative impacts Activity or process in the supply chain that causes the impact |
Affected Resources/Stakeholders |
|---|---|---|---|
| Negative | Potential | Lack of support from customer services. | Community, employees, company and suppliers. |
Impact from delinquency
|
Rating Positive or Negative |
Event Potential or Real |
For negative impacts Activity or process in the supply chain that causes the impact |
Affected Resources/Stakeholders |
|---|---|---|---|
| Negative | Real | Failure to assess the specific concession rules. | Employees, company and suppliers. |