Existing Customer Hub
In 2017 we made progress in delivering a new way of banking for consumers in Ireland.
We continued to actively listen to consumers to deliver solutions that mattered to them. This includes easier account opening, digital wallets and products focussed on value all supported by 24/7 customer service.
It is an exciting time to be part of the KBC journey, as the Bank embarks on the next phase of ‘The Bank of You’. We have ambitious targets to grow in Ireland and to transform how consumers bank with their financial service provider.
We continued to actively listen to consumers to deliver solutions that mattered to them. This includes easier account opening, digital wallets and products focussed on value all supported by 24/7 customer service.
It is an exciting time to be part of the KBC journey, as the Bank embarks on the next phase of ‘The Bank of You’. We have ambitious targets to grow in Ireland and to transform how consumers bank with their financial service provider.
A New Way of Banking
Consumers want a new way of banking. We listened to over 15,000 consumers who told us through research what was important to them – an easier banking experience, with the freedom to bank anytime, anywhere – and digital technology makes that possible.
Putting the customer first at KBC means we develop innovative products that exceed customer expectations. We pushed the boundaries to deliver a series of firsts for customers in the Irish market. Together with our customers, we co-designed a new market standard in personalised digital banking.
Our new ground-breaking mobile app which is unique to the Irish market is the fastest, easiest way to open a new bank account, paper-free. It allows customers to open, activate and use their current account within five minutes in five easy steps. So innovative is the development, that our new app has already attracted interest from some of the world’s largest tech companies and digital agencies.
As a challenger brand with ambitious plans to grow in Ireland, we collaborated with partners so customers do not have to wait days for a physical debit card to arrive before their account can be used. We were the first bank to offer Apple Pay, Android Pay and FitBit Pay and customers liked what they saw. The number of digital wallet transactions using Apple Pay, Android Pay or FitBit Pay and linked to a KBC Current Account rose by 75% year-on-year in 2017. The value of customers’ transactions also increased exponentially, up 82% year-on-year.
Creating Value for Customers
During the year, we strengthened our value proposition for customers, growing and enhancing our product range in response to customer feedback. We were particularly proud to be awarded the Best Value Current Account, Best Value First-time Buyer Mortgage and Best Value Switcher Mortgage at the inaugural bonkers.ie Awards. bonkers.ie is an independent price comparison website.
On your time
Who says banking should be 9-5! We widened the opening hours of our contact centre to 24/7, giving customers the option to get in touch with us at any time of the day or night by phone, webchat, email or social media. We were the first bank in Ireland to offer customer support and sales on a round-the-clock basis.
We also extended our physical reach and welcomed a new retail hub in Blanchardstown shopping centre bringing to 16 the total number of KBC hubs in Ireland. The new hub is the first to open seven days a week.