Customers

Le attività del Gruppo sono indirizzate al miglioramento continuo dei rapporti con i clienti attraverso comportamenti improntati a principi di lealtà, trasparenza, responsabilità, affidabilità e correttezza in linea con i valori della banca.

Channel and Services

In 2014, 82% of customers who are bank account holders used direct channels (a 19.6% increase compared to 2013), with 40.6 million contacts and 8.6 million transactions, a significant increase over 2013 figures (+14.8%).

This growing trend confirms, once again, that customers appreciate the Bank's multi-channel platform. Moreover, the fact that approximately 95% of contacts were made via the automated services provided by the Bank, specifically the Internet, Mediolanum's mobile apps for Apple, Android and Windows Phone 7 devices, and the voice portal (B.Med Voice), also confirms that customers tend to prefer direct channels for their transactions.

Some 60% of contacts were made via the website, with a 5.2% increase with respect to 2013, while 27% were made via mobile applications. Specifically, 10,906,000 contacts were made people accessed the Bank's services through mobile applications in 2014, a 91% increase when compared to figures for 2013 (when the number of contacts was 5,714,000). Of these contacts, 53% were made via Android applications, approximately 43% via iOS applications and the remaining 4% via Windows Phone applications.

Transactions were made via mobile in 2014 totalled 1,015,000 compared to 540,000 in 2013, an increase of 87.5%. The number of contacts made via the voice portal showed a sustained trend (-0.6%). However, use of the Banking Services Centre was not negatively affected by the increased use of self-service banking: the number of contacts made via the Banking Services Centre actually increased by 15.5% compared to 2013, confirming that customers still favour this channel when dealing with more complex requests. In terms of service levels, the Banking Services Centre answered approximately 82% of calls within 20 seconds (the average waiting time for all calls being 21.9 seconds).

In addition, the text messaging service has become increasingly popular, with over 63.3 million Alerts sent (+16.9% with respect to the previous year); this service is particularly appreciated by customers because it enhances transaction security (text alerts are sent when customers make ATM withdrawals, carry out POS transactions or bank transfers or when they log in to the website).

Mobile
In 2014, the Bank's services were accessed 10.9 million times through mobile applications in 2014 (compared to 5.7 million in 2013, a 90.8% increase). The mobile channel is the second most popular means of access for customers. Specifically, 5,527,000 telephone contacts were registered, including those managed entirely through IVR (Interactive Voice Response) systems and those which came via the Banking Centre.

Digital signature
The digital signature service was introduced for Banca Mediolanum customers in June 2012 on a single product to begin with, the Mediolanum Best Brands fund. From this point onwards, the service has been progressively rolled out across different products and types of transaction. During 2014, the use of "digital" signatures increased significantly, particularly for mutual funds, which became around 50% digitalised, taking into consideration not only the use of digital signatures but also fund transactions carried out in "dematerialised" format over the Internet.

Social
In 2014, the Bank further established its presence on social media channels; Banca Mediolanum is now on Facebook, Twitter, YouTube and LinkedIn, and has established a range of specific goals tailored to target audience and type of content.

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