Customers

In 2011, NLB implemented its overall customer focus strategy by formulating and implementing strategies for various customer segments. Special attention was given to analyzing needs, formulating offers and providing advisory services tailored to different segments, and to the indepth segmentation of wealthier customers, mass market customers and small businesses.

NLB's success in adapting to the different needs of its customers is also confirmed by studies conducted by various independent agencies. According to the majority of results in recent years, NLB is the best-known bank in Slovenia, with the highest market share in all customer segments and in the majority of banking services. Most customers also consider NLB the most respected and best bank. Households and companies listed several traits important in selecting a bank: an extensive network of branches, tradition, power and stability, trustworthiness, a good, diverse, comprehensive and high-quality portfolio of products and services to meet the needs of customers, an internationally recognized bank, etc. Customers are satisfied with NLB on average. According to various customer satisfaction studies, NLB achieves an average mark exceeding 4 (with 5 being the highest level of satisfaction) in general and with respect to the majority of factors.

NLB has monitored the most important factors of customer satisfaction, as well as the desires and needs of customers, for more than 10 years. Studies of NLB's customers confirm stable or moderate growth in retail and corporate customer satisfaction in general and with respect to the majority of the most important factors.

The latest overall customer satisfaction indices indicate that the NLB Group's customers are satisfied on average. The overall satisfaction index stood at 82 for corporate customers at the end of 2009 and at 84 for retail customers at the end of 2010 (on a scale of 100, 100 representing the highest level of satisfaction). On average, customers are most satisfied with advisory staff (e.g. discretion, reliability, personal approach, advice, assistance, etc.), electronic banking and the majority of services. Satisfaction was slightly lower (at an average level) with respect to financing services, including lending, prices and interest rates. Customers from different segments are satisfied on average, with no major differences, which confirms the Bank's ability to successfully adapt to various needs. The majority of customers will remain loyal to NLB in the future, although some customers also use the services of competitive banks.

A retail customer satisfaction study was also carried out in 2011 at all NLB Group banks that operate in SE Europe. The overall customer satisfaction index was 84, confirmation that there are no major differences between Slovenia and the other markets on which the NLB Group operates (indices ranged from 81 to 87). Customers most frequently characterized NLB Group banks with the most important traits: recognition, friendly and professional staff, fairness, security, trust, high-quality services, etc. Similar to Slovenia, they are most satisfied with advisory staff, while they were also satisfied with the portfolio of products and services, prices and various market channels. The majority of customers of NLB Group banks would select the same branches for their transactions, and would recommend those branches to acquaintances and friends.

A study of the satisfaction of NLB's most demanding and wealthiest customers, to whom the bank offers personal banking services, was repeated in 2011. These customers were also most satisfied with their personal bankers, who advise them and provide various services. Their satisfaction with the added values that NLB Personal Banking and the NLB Gold Account offer was also high.

In addition to traditional research, NLB also collects and analyses the opinions and various responses of customers regularly, and responds as appropriate.

Due to the stable and high level of customer satisfaction and loyalty in recent years, NLB's willingness to fulfill the wishes of its customers and the successful elimination of negative factors, the Bank expects to maintain this good position in the eyes of its customers in the future.