We have just upgraded the screens of our ATM fleet, displaying a new, updated, and easy-to-use interface. The upgrades were made to enhance the usability of ATMs, increasing accessibility and making it much easier to carry out the transactions that customers are so familiar with. Over 650 screens have now been upgraded, including all screens for foreign cards, credit cards, and local cards, ensuring that customer interactions develop into a more modern and seamless experience. We retained the flow from one screen to the next intact so that customers continue to use ATMs as they are accustomed to.
Customer service has always been a key ingredient in the provision of financial services. As banks continue to improve and upgrade their service channels, particularly by introducing self-service and digital solutions, maintaining the right balance between digital and physical channels plays an important role.
Over the past months, we invested time and energy in improving our service offering across our channels. Our Voice of the Customer programme provides crucial feedback on the service offered, and by listening to customers, we obtain regularly updated pulse readings of customer satisfaction and crucial feedback on areas for improvement.
The latest feedback obtained on our ATM fleet has already resulted in many improvements. We already changed the servicing time of our ATM network, introduced the recycling of deposits for improved cash withdrawals and have also been sending SMSs to users alerting them when an ATM they frequently use is out of service.
While speaking about this enhancement, Theodoros Papadopoulos, our Chief Digital Officer, said, “Customer experience is key for the Bank. We continually strive to improve our channels and continue to invest in making the customer experience memorable. Listening to customers on a daily basis helps us in carrying out such enhancements. We recognise that there are no instant solutions. It is a continuous journey that we have embarked upon, one step at a time, small changes that together can result in a markedly improved experience. We are confident that this latest enhancement will continue in our efforts to position Bank of Valletta as the bank of choice for all our clients.”