Banco Popular Dominicano was awarded a bronze award in the “Smart Business Solution” category for the functionality of service requests through the Popular App, during the eighteenth edition of the Stevie® Awards 2024 for Sales and Customer Service.
The service request functionality through the Popular App is a self-service tool that allows customers to make modifications and updates to certain products without having to physically visit a branch.
Banco Popular is the first bank in the country to offer this self-service option to its customers. Since its launch in August 2022, customers have made more than 200,000 service or product maintenance requests, with 30% of them resolved on the first contact, without the need for a branch or customer service center.
Among the services that can be requested via the mobile application are changing the loan payment date and adjusting the monthly fee, modifying the billing cycle and credit card payment limit, as well as updating customer references, such as address, email and contact numbers.
80% satisfaction
In terms of acceptance, the latest survey of users of this feature of the Popular App revealed that 80% are satisfied or very satisfied with the innovation, highlighting time savings as one of its main advantages.
What customers value most is the ease of use and navigation it offers, reinforcing Banco Popular's positioning as an entity that prioritizes the customer in its service model, with an agile, simple and flexible experience.
Making life easier for customers
The recognition for this digital functionality was received by Ms. Soraya Sánchez, Vice President of the Service Quality and Customer Experience Area.
Regarding the award, Antonia Antón de Hernández, Senior Executive Vice President of Human Resources, Cultural Transformation, Credit Administration and Compliance at Banco Popular, stated that “it is an honor to win with a solution that empowers our clients and makes their lives easier, which encourages us to continue working to innovate and create better solutions.”.
It stands out from 2,300 nominations
This year's Stevie® Awards for Sales and Customer Service received over 2,300 nominations from organizations across various categories and industries in 44 countries. Winners were selected based on average scores from 200 professionals during a three-month evaluation process.
The award, organized by the International Business Awards® (IBA) of the United States, recognizes outstanding achievements in areas such as customer service, business development and sales.
Cover photo: Yahaira Alicia Hernández Montaño, Antonia Antón de Hernández and
Soraya Sánchez. (External source).
