Importance of Customer Experience
Since its establishment, Development and Investment Bank of Türkiye has always prioritized customer needs
and expectations. Customer Satisfaction and Consultancy are also among the Bank’s priorities, and over the last
four years, the Bank has further strengthened its customer-oriented service approach in light of these principles.
During this period, a Corporate Banking and Project Finance unit was established to communicate directly with
customers and develop strategies to maximize customer satisfaction. This unit focuses on customer acquisition,
identifying customer needs, managing customer relationships, and providing advisory services to customers.
Similarly, Investment Banking and Türkiye Development Fund are responsible for identifying client needs and
managing client relationships in their respective areas. The Bank continued to develop new financial products
to meet customer needs. For example, the Bank introduced a separate account for the investment of funds and a
variety of treasury products.
The Bank made significant progress by obtaining an investment banking license. With this license, the Bank aims
to further increase customer satisfaction by offering investment banking and advisory services in addition to
credit services.
During the Covid-19 pandemic, the Bank developed Support for Investment, Wholesale Banking (APEX), and Grant
Management applications and continued to offer domestic and international funds to its customers. In addition,
fast, secure, and uninterrupted service delivery was provided through the online channel during this period.
Our Bank, which examines FinTech collaborations through the open banking channel, aims to add value to its users
and continues to work on creating APIs for open banking services.
The Bank remained committed to responding quickly and accurately to customer requests. Within this framework,
loan requests were quickly evaluated, and customers were quickly returned for projects that were evaluated
negatively. The process of positively evaluated projects progressed faster compared to other Banks, and this
situation was returned to the Bank as positive feedback by customers.
TKYB attaches great importance to ensuring customer accessibility through specific communication channels.
In this context, the Bank’s social media channels are used effectively to establish closer communication with
customers. In addition, the Bank actively participates in sectoral conferences and congresses to strengthen
customer relations and increase its effectiveness in the sector.
A customer satisfaction survey was organized to measure customer satisfaction and facilitate communication.
All stakeholders are encouraged to submit their requests via the Suggestion and Complaint Form on the Bank’s website,
and important actions are taken in response to these requests.
In 2022, the Bank successfully obtained the ISO 10002 Customer Satisfaction Management System certification, which was initiated in 2021 with an aim to increase customer satisfaction and meet future customer expectations. This development is considered as a part of the Bank’s Integrated Management System.