OREANDA-NEWS. July 29, 2011. The oldest private credit institution in Azerbaijan, DemirBank, has realized research project Mystery Shopping to foster customer service. The Bank reports that the project covered all the branches of DemirBank in Baku and regions of Azerbaijan.

The study was carried out by company Business Insight on request of the Bank. Within the project it was assessed customer service on various parameters. The survey covered four services: deposits, plastic cards, money transfers and loans. Following the research the Bank launched various activities.

“DemirBank conducts various works in the area of customer service. Last year the Bank prepared The Customer Service Standards, and on its basis organized training courses. In recent months DemirBank transferred four branches to new offices for customer convenience. Two more branches will move in the near future. New corporate standards of interior decoration were introduced in a number of branches. Employee training, improved working conditions, optimization of products and services, upgrade of IT infrastructure and a number of other studies also contribute to the development of customer service," said deputy chairman of board Yusif Jabbarov.

One of the country’s first banks DemirBank (formerly Azerdemiryolbank) started operating in 1989. Among its shareholders are such large international financial institutions as the European Bank for Reconstruction and Development and the Netherlands Development Finance Company (FMO).