Banco Guayaquil improves its banking experience with its customers

A year ago Banco Guayaquil announced its change of image and its slogan First you; a project that the institution has been working on for nearly 3 years, and that was born from listening and understanding its clients to be the bank they want: “…one that thinks less like a bank and more like you”; This was stated in its institutional campaign, featuring 100% real clients.

The change was based on listening to their customers’ opinions through market research and other tools that constantly monitor user feedback. Based on this, the Bank presented several improvements in its products and services. “Listen and act, the best thing is that we are doing it together,” said Guillermo Lasso Alcívar, executive vice president of Banco Guayaquil, after presenting the innovative services and actions implemented in the different areas and teams, together with customers.

1. Training collaborators with clients

It is the first time in the Bank’s history that customers are part of the customer service training received by employees. This was a suggestion from Katty Quichimbo, a client since 2001, who suggested the following: “Train your staff to have that connection with the client”. Katty, currently, is part of the training for collaborators, she already gave her first talk in October addressed to the entire commercial team, in this talk tips, experiences and opportunities for improvement were shared when serving the client, this in order to achieve that closeness.

2. Delivery of account statements to people over 65 years of age

Starting this year, all Banco Guayaquil customers over 65 years of age can request to receive their physical account statement at home. This action was the result of the recommendation of Carlos Campozano, the bank’s oldest client. “Take into account the older people who do not have access to the internet… that they please send the account statement again as they did before,” he said. From now on, senior citizens can request their account statement by calling 3730100.

3. Bringing customer service points closer

Banco Guayaquil continues to grow, getting closer to its customers, attending to their needs and reaffirming its purpose of working permanently to offer the best banking experience. To date, the bank has reached 13,745 service channels between:

• 134 offices.
• 1,109 ATMs.
• 12,417 Banco del Barrio points.
• 14 extension windows; Y,
• 11 autobanks nationwide.

This year the new drive-in bank was inaugurated in Quito, the agency La Mariscal. This was also an improvement made based on one of the suggestions made by customers in the capital. Luis Reginfo and Rafaela Baroja, who asked to have more drive-in banks; In this way, the Bank will continue to identify those points that continue to bring its services closer to customers. Nowadays, by means of georeferencing it is possible to find the nearest point from the cell phone, entering through the page www.bancoguayaquil.com/cerca

In this second phase of the campaign First you Several improvements made throughout 2021 are presented, and customers continue to be the main protagonists. “Only by listening can we become a Bank that thinks less like a bank and more like you, like customers”, commented Guillermo Lasso Alcivar. In 2022, Banco Guayaquil will continue to implement new improvements designed by the team and customers, as well as new projects that aim to offer the best banking experience in the market.