BOV marks Customer Experience Day

Last Updated on Wednesday, 28 September, 2022 at 1:11 pm by Andre Camilleri

Customer Experience Day, an international day held on 4 October, celebrates the importance of customers, organisations and people who are at the heart of better customer experiences. This year Bank of Valletta will be joining hundreds of other institutions across the world to mark Customer Experience Day by holding a series of initiatives between the 3 and 7 October.

Customers visiting any BOV outlet can be assured of an extra warm welcome. Bank representatives will be showing customers how to use digital channels, while several non-customer facing employees will join their front-line colleagues to interact with customers and better understand customer requirements. Throughout this week the Bank will also be testing new initiatives with customers prior to launching them to the market. 

Additionally, selected BOV Branches and Investment Centres will remain open till 7pm on Tuesday 4 and Thursday 6 October and will offer services related to loans, investments, and account opening by appointment. Customers can request an appointment through or by calling on 21312020. The Branches offering extended hours are those at Marsaskala, Mosta, Paola, Rabat, San Gwann, Sliema, Zurrieq and Victoria Gozo; the Investment Centres are those located in Gzira, Mosta, Qormi and Victoria Gozo.

The BOV Customer Experience Week is in line with the Bank’s ESG commitment, strengthening employee relations and providing better financial accessibility to the community, while at the same time contributing positively to our climate through the promotion of online initiatives that reduce emissions generated by commuting customers and staff.

Speaking about Customer Experience Week Rick Hunkin, CEO at BOV, talked about the importance that the Bank gives to customer experience. “We have been focusing our efforts on improving the service we offer at our various touchpoints. Customer service is not a department but a philosophy we are adopting in everything we do.”

Kenneth Farrugia, Chief Retail Banking Officer, acknowledged that an excellent customer experience is at the heart of the Bank’s operations. Customers have different preferences when carrying out their banking services and Bank of Valletta is aiming to ensure a bold mix of service channels to meet customer preferences. “Whatever the preferred service touch point, we will ensure that customers are given the best service experience possible. During Customer Experience Week we will be increasing the opening hours of selected branches and investment centres to allow greater ease of access to our customers.  We are looking forward to celebrating this event together with our highly valued customers.”

Theodoros Papadopoulos, BOV’s Chief Digital, Strategy & Transformation Officer remarked that the Bank is working on several initiatives that will positively improve its customer experience. “We are blessed with a great team of employees who regardless of the challenges they face, do their utmost to provide a white glove service to our customers. Our foremost objective is to ensure that we put the customer back at the heart of our operations. The BOV Customer Experience Week is giving us the opportunity to realign to this philosophy, listen to our customers and act accordingly.”

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