OREANDA-NEWS. November 20, 2009. The Oktiabrskoe Pole additional office was chosen the best office in terms of service quality among BTA Bank’s points of sale in Moscow, reported the press-centre of BTA Bank.

All of the 15 branch offices of BTA Bank took part in the contest. The contest was held on the basis of a unique system of estimation of service quality, the so called “Quality Button”.
A panel with two buttons – red and green ones was attached to the desk of an employee. By pressing one of them the customer estimated whether or not he/she liked the work of the operations officer. Customers gave positive references during the entire 3rd quarter. The Oktiabrskoe Pole additional office, which gained 1621 positive votes (having just 5 negative ones or 0.3% of the total number of votes), became the sole winner of the “race” for service quality.

Together with the contest among the most “qualitative” offices, the Bank held the contest for the best customer operations officer. The results of this contest were also based on the votes of customers received via the “Quality Button”. According to the results of the contest Tatiana Borodova, an operations officer of the Oktiabrskoe Pole additional office, who gained 573 positive votes during the 3rd quarter, won the first place.

Natalia Tupanova, a senior operations officer of the Frunzensky additional office, took the second place. Natalia got 527 positive votes. Anna Gorban, a plastic cards officer of the Oktiabrskoe Pole additional office, got the third place. Anna’s professionalism was estimated with 392 positive votes.

- When determining the winners chances of big and small additional offices were equaled. The winner is determined both by the total number of positive votes (they were yet to be gained) and by the best proportion of positive votes to the total number of the votes obtained – says Damir Denisov, Head of the Quality Department at BTA Bank.

The winners did not get a negative vote, which is the evidence of the high level of customer orientation, which is shown by employees of the Bank in their every-day work with customers. This is also proved by the position the Bank holds in the People’s Rating of the popular banking portal Banki.ru. Starting from March 2009, BTA Bank has held a stable position in the TOP 5 banks customers like most.