Participation in the Strength of the Technology
Customer Experience and Satisfaction
With its approach to improving customer satisfaction, Ziraat Katilim systematically collects feedback from customers through multiple channels. Customer feedback is gathered through the Customer Contact Center, digital banking channels, web-based applications, branches, written applications, social media platforms, as well as regulatory and relevant external institutions. In this way, customers are provided with multiple touchpoints to access Ziraat Katilim.
Ziraat Katilim systematically evaluates feedback received from customers through regularly conducted customer satisfaction surveys. The Bank aims to respond to feedback submitted through 15 different touchpoints within a maximum of two business days. Based on the feedback obtained, areas requiring improvement are identified through workshops held four times a year, and actions aimed at continuously improving business processes are implemented.
Within the scope of these activities carried out throughout 2025, the following areas were addressed as priority improvement areas:
- Mobile and internet banking
- Debit card and credit card processes
- Complaint topics related to personnel
According to the results of customer satisfaction surveys conducted in 2024, Ziraat Katilim's customer satisfaction rate regarding complaint-related notifications in digital channels was measured at 72%.
Ziraat Katilim's customer portfolio covers a broad audience including salaried employees, farmers, SMEs, business owners and employees, corporate companies, and foreigners who have investments in Türkiye or plan to invest. Of this customer portfolio, 98% consists of domestic customers, while 2% are foreign nationals.
In 2025, a performance scorecard application was developed to monitor response times to customer feedback and to improve compliance with service levels. Through this application, response times are monitored on a daily basis, and service quality is continuously improved by ensuring that corrective actions are taken in a timely manner in case of possible deviations.
Customer Satisfaction and Management
The process of handling and managing customer feedback is carried out in accordance with the ISO 10002:2018 Customer Satisfaction Management System standards. Feedback processes are operated based on the principles of impartiality, confidentiality and transparency. Process performances are monitored regularly. Within the scope of ISO 10002, practices are monitored through internal audit and management review mechanisms. The outputs obtained are used as input data for product, service and process improvement activities.
In 2025, the level of digitalization and automation in Customer Feedback analysis processes was increased, resulting in improvements in complaint resolution speed. As a result of analyses conducted on the root causes of complaints, the topics and units receiving the highest number of feedback were prioritized.
Workshops were organized on a quarterly basis with the participation of relevant stakeholders. In line with the outputs identified through a total of 12 workshops conducted throughout 2025, corrective and improvement actions related to products, services and processes were implemented by the relevant units.
Customer Experience Maps and Improvement Activities
The Bank prepares customer experience maps for the products and services it offers, re-evaluates all processes from the customer's perspective and continues improvement activities accordingly.
In order to address customer experience with a holistic approach, Ziraat Katilim evaluates the data obtained from customer journey maps and feedback mechanisms together. In light of these efforts, a total of 80 experience findings and improvement recommendations were identified.
Within the scope of improvement activities, the steps of frequently used transactions in the mobile application and internet banking were simplified. With user-friendly design approaches, transaction convenience, speed and accessibility tools were enhanced. These improvements were prioritized based on usage intensity and customer impact, and were integrated into digital channels through coordinated efforts with the relevant business units.
Monitoring Customer Interaction Through Digital Channels
Customer interactions received through telephone banking channels are closely monitored through indicators such as call records, call durations and customer feedback. Customer transactions in internet and mobile banking channels are monitored through log and reporting structures.
Third-party applications such as Dataroid and Firebase support monitoring mechanisms. In addition, fraud detection and performance monitoring are continuously carried out by the relevant teams.
Continuous Improvement Approach and Future Focus Areas
Ziraat Katilim considers customer satisfaction as one of the fundamental elements of its corporate service approach. The Bank adopts a continuously updated approach in systematically collecting customer feedback, analyzing it and transforming it into improvement actions.
In 2025, consultancy firm research was conducted to establish and ensure the traceability of the customer experience governance model. These efforts are planned to be implemented in 2026.
It is planned to establish and improve standards and monitoring mechanisms in customer communication processes and digital customer experience areas.
In this context, it is aimed to integrate customer experience into decision-making processes across Ziraat Katilim by positioning it as a strategic priority throughout the Bank.
Ziraat Katilim addresses the improvement of customer experience as a corporate priority across the Bank. In line with insights obtained from customer feedback and operational data, it aims to continuously improve its processes. Within this framework, it is intended to establish a governance structure that ensures customer experience is systematically incorporated into decision-making and management processes.
In 2025, consultancy firm research was conducted for the design of the customer experience governance model and to ensure its traceability, and the implementation of this model is planned for 2026. During the implementation process, it is aimed to establish standards and monitoring mechanisms in customer communication processes and digital customer experience areas, and to review and improve them regularly throughout the year. In this way, customer experience will be positioned as a strategic priority managed holistically and sustainably across Ziraat Katilim.
Analysis of Customer Feedback
The processes for handling and managing customer feedback are secured in accordance with the ISO 10002:2018 Customer Satisfaction Management System standards. Customer requests, complaints and suggestions received through the call center, digital channels and other touchpoints are recorded in a centralized system. Notifications are classified according to their subject and priority and directed to the relevant units. In the evaluation and resolution processes, the principles of impartiality, confidentiality and transparency are observed. The outputs obtained are used in a way that contributes to the improvement of products, services and processes.
In order to monitor response speeds related to customer feedback, a performance scorecard application was implemented in 2025. Through this application, it has become possible to increase compliance with service levels and to take rapid action in case of potential deviations.
Digitalization of Customer Feedback
In 2025, the processes for handling customer complaints were made faster and more effective by increasing the level of digitalization and automation, resulting in a noticeable improvement in resolution times. By analyzing the recurring causes of complaints, the topics and units receiving the highest volume of feedback were prioritized, and workshops were organized on a quarterly basis with the participation of relevant stakeholders. Based on the recommendations that emerged from the 12 workshops held throughout the year, the necessary adjustments and improvements were implemented by the relevant units.
Within the scope of monitoring customer feedback, the Sikayetvar.com platform continued to be used in integration with the Bank's Notification Management System. Through this integration, customer notifications can be monitored more effectively through the central system, automatically directed to the relevant units, and tracked end-to-end throughout the resolution process.
Customer Contact Center
The Customer Contact Center considers customer experience a priority area within a systematic framework.
Ziraat Katilim's Customer Contact Center prioritizes increasing customer satisfaction and service quality through a systematic approach. As one of the Bank's primary service points where customers interact with the institution, the Center is regularly monitored through key performance indicators such as call answering rate, service level, and lost/stolen card service level.
The Customer Contact Center manages the entire process'from recording requests, complaints, and objections that cannot be resolved at the first point of contact to generating solutions and informing customers'within the framework of defined quality standards. In the recording and resolution processes, not only the specific request but also the potential for the same issue to affect other customers is evaluated; in this context, root cause analyses are conducted and necessary corrective actions are determined. Coordination is ensured among relevant units, and workshops are organized where necessary.
The 24/7 service model offered through the Customer Contact Center enabled uninterrupted access to the Bank for customers in 2025, supporting service continuity and experience quality. Thanks to the multi-channel structure, customer needs were addressed quickly and effectively, directly contributing to operational efficiency and customer satisfaction. Customers can perform banking transactions via phone 24/7 by calling (0850) 220 50 00.
Technology-supported applications play an important role in the operations of the Customer Contact Center. Voice conversations of customers who contact the Ziraat Katilim Call Center regarding products and services are analyzed with artificial intelligence support; through these analyses, areas for service quality improvement are identified. Within the Rota notification management system, fields such as main topic, subject, subtopic, notification source, notification location, and notification type can be actively or passively managed by users, enabling customer feedback to be handled more systematically.
Ziraat Katilim uses an Automated Call Distribution (ACD) infrastructure for customer calls handled through video communication via the Digital Branch. Through the ACD system, calls are directed to the appropriate customer representatives, helping to control waiting times and support service continuity. This infrastructure contributes to addressing customer requests at the correct first point of contact and supports improvements in customer experience.
Instant notification processes have been strengthened to ensure that customers are informed in a timely manner. In addition to SMS and email channels, a mobile notification infrastructure has been introduced in Turkish, English, and Arabic, based on customers' transaction preferences. Through this system, transaction and information messages are delivered accurately and quickly at the right time, supporting continuous communication through digital channels. The Customer Contact Center is also supported by SMS and email sending infrastructure, enabling mass SMS notifications to customers.
As part of efforts to increase accessibility, keypad input durations in the IVR system are kept longer to facilitate navigation for visually impaired customers. This practice forms part of initiatives aimed at strengthening inclusivity in access to banking services.
During the reporting period, the service performance of the Customer Contact Center was regularly monitored through indicators such as call response time, service quality, and customer satisfaction. Performance targets related to these indicators were established based on service levels defined under the ISO 10002 Customer Satisfaction Management System and previously determined internal performance indicators. Throughout the year, these targets were met and the sustainability of existing quality standards was maintained.
Customer surveys, feedback, and call center performance data are among the key indicators used to measure customer satisfaction. In 2025, the main improvement areas identified based on these indicators were the simplification of transaction processes, improvement of call response times, and enhancement of feedback mechanisms. Accordingly, process optimization, employee competency development, system and interface updates, and process improvement actions were implemented.
Customer satisfaction is evaluated on a 5-point scale through post-call survey applications. In 2025, improvements were made to the survey system and the implementation method of the survey was revised. With this adjustment, survey participation was left to customer preference, aiming to manage feedback processes more effectively. In the same period, the Customer Contact Center continued to provide service with a 98% call answer rate.
The year 2025 was considered a preparation period for establishing a more systematic structure for the customer experience approach within the Customer Contact Center. In this context, planning and infrastructure preparations were completed for studies to be conducted with the support of a consulting firm to establish a customer experience governance model and strengthen the customer experience culture across the institution. In addition, a roadmap was developed to expand customer touchpoints by providing POS device support through the call center in 2026.
Customer Satisfaction Policy
Ziraat Katilim's Customer Satisfaction Policy has been developed in line with the Bank's mission, vision and business culture principles, placing customer satisfaction at the center of all its activities. The Bank adopts the principle of providing respectful, fair, fast and high-quality service to all customers without discrimination, aiming to ensure unconditional and sustainable customer satisfaction. Suggestions, requests, appreciation messages, objections and complaints received from customers are collected free of charge through all channels and carefully evaluated in line with the principles of honesty and integrity. Customer notifications are reviewed on the same day and responded to within two business days at the latest. Processes related to handling these notifications are continuously improved through regular audits and a continuous improvement approach.
With its innovative banking approach, Ziraat Katilim considers customer feedback as an important input for improving product and service quality.
The Bank exercises utmost care in all its operations regarding information security and customer confidentiality. Customers can access the Bank through the corporate website, Internet Branch, the Katilim Mobil application and the 24/7 Customer Contact Center.
Ziraat Katilim's Customer Satisfaction Policy can be accessed via this link.