Page 33 - BKT Annual Report 2024 EN

On the retail front, BKT made remarkable strides in Throughout the year, BKT reduced non-cash in-
boosting digital adoption. Digital onboarding marked branch transactions by 20%, while digital usage
a significant milestone for the bank. We initiated a saw remarkable growth. This shift has helped ease
soft launch targeting digitally inactive customers the workload at branches—previously high due to
and gathered feedback on their experience. Based our inclusive service model and policy of serving
on their input, and in full compliance with regulatory all customer segments—and has also improved
standards, we implemented numerous improvements service quality. Our Net Promoter Score (NPS)
to ensure a smooth and seamless onboarding journey. reflects this progress, reaching 55 for branches and
an impressive 85 for BKT Smart.
We also introduced a fully end-to-end digital
overdraft application process, available via both We will continue to rely on NPS, CSAT (Customer
mobile and ATMs. As a key element of our strategy, Satisfaction Score), and CES (Customer Effort
ATMs serve not only to reduce cash transactions at Score) across branches, digital channels, and
branches but also as effective sales touchpoints. In selected products to ensure our services meet and
2024, we expanded ATM functionality by offering exceed customer expectations.
insurance products (e.g. travel insurance, AutoSOS,
and anti-tumor health packages), using data analytics Progress has not been limited to front-end
and pop-up prompts to target the right customer digital services. Internal processes have also
segments with personalized offerings. been improved, digitalized, and centralized to
further reduce the burden on branches. Alongside
Our “Mobile First” strategy remains at the core of digital transformation, BKT has initiated a physical
our digital transformation. All banking services are transformation of branches, with over 20% now
being consolidated into a single point of access, the operating under a new, modern, customer-focused
BKT Smart app. Customers can now conduct QR- model.
based transactions for purchases (via POS) or cash
withdrawals/deposits at ATMs directly through the BKT remains committed to transforming banking
app. Moreover, retail loyalty cards can be stored into a more intuitive, efficient, and user-friendly
digitally, eliminating the need for physical cards. experience—for both our customers and our staff.
Smart notifications and push reminders further
enhance the user experience by enabling mobile
transaction authorizations across all channels, in line
with our omni-channel service strategy.

Overall, BKT is keeping its rhythm to

transform banking services to more user

friendly for our customers and staff.

ANNUAL REPORT 2024 33