BOV News
Customer and employee feedback drives recognition of BOV’s CX Stars
Bank of Valletta has celebrated colleagues who are making a meaningful difference in customers’ lives through its CX Stars recognition programme, an initiative that places the customer’s voice at the heart of employee recognition and reinforces the Bank’s commitment to delivering exceptional customer experiences.
The programme forms part of the Bank’s ongoing Voice of the Customer (VoC) initiative, through which customers share feedback about their experiences across the Bank’s channels. This feedback helps BOV understand what matters most to customers, shape service improvements, and recognise colleagues who are making a real difference.
Through CX Stars, frontline employees who receive multiple positive mentions from customers are celebrated, giving customers a direct voice in recognising exceptional service.
Employees across the Bank were also encouraged to nominate colleagues in support and brand protection roles whose work strengthens the overall customer experience. This reflects the fact that great service is not created only at the frontline, but through the combined efforts of teams who simplify processes, remove friction, strengthen controls, and help customers bank with confidence.
Addressing the nominees, Bank of Valletta CEO Kenneth Farrugia explained, "At BOV, customer experience is everyone's responsibility. What makes the CX Stars programme particularly meaningful is that it combines the voice of our customers with the appreciation of our colleagues. Customers help us identify those who have made a genuine difference to their experience, while employees can recognise peers whose work supports and enables that experience behind the scenes. Together, these recognitions reinforce our commitment to putting customers at the centre of everything we do."
The recognition programme is part of BOV’s broader customer experience journey, which continues to strengthen the way the Bank listens, learns and acts on customer feedback. It also reinforces a culture where feedback is not simply measured but used to drive meaningful improvement.
CX Stars is also a reminder that every role contributes to the customer experience — from colleagues serving customers directly, to those supporting teams, improving processes, developing solutions, and strengthening the Bank’s operational and governance frameworks.
By linking customer feedback with employee recognition, Bank of Valletta continues to turn insight into action while celebrating the people who bring its customer-first values to life every day.
The programme forms part of the Bank’s ongoing Voice of the Customer (VoC) initiative, through which customers share feedback about their experiences across the Bank’s channels. This feedback helps BOV understand what matters most to customers, shape service improvements, and recognise colleagues who are making a real difference.
Through CX Stars, frontline employees who receive multiple positive mentions from customers are celebrated, giving customers a direct voice in recognising exceptional service.
Employees across the Bank were also encouraged to nominate colleagues in support and brand protection roles whose work strengthens the overall customer experience. This reflects the fact that great service is not created only at the frontline, but through the combined efforts of teams who simplify processes, remove friction, strengthen controls, and help customers bank with confidence.
Addressing the nominees, Bank of Valletta CEO Kenneth Farrugia explained, "At BOV, customer experience is everyone's responsibility. What makes the CX Stars programme particularly meaningful is that it combines the voice of our customers with the appreciation of our colleagues. Customers help us identify those who have made a genuine difference to their experience, while employees can recognise peers whose work supports and enables that experience behind the scenes. Together, these recognitions reinforce our commitment to putting customers at the centre of everything we do."
The recognition programme is part of BOV’s broader customer experience journey, which continues to strengthen the way the Bank listens, learns and acts on customer feedback. It also reinforces a culture where feedback is not simply measured but used to drive meaningful improvement.
CX Stars is also a reminder that every role contributes to the customer experience — from colleagues serving customers directly, to those supporting teams, improving processes, developing solutions, and strengthening the Bank’s operational and governance frameworks.
By linking customer feedback with employee recognition, Bank of Valletta continues to turn insight into action while celebrating the people who bring its customer-first values to life every day.
