Annual report

2023

Attijariwafa bank

27

As technology evolves to provide a customised

offer and customer experience, Attijariwafa bank

remains committed to customer satisfaction. It is

a reliable partner committed to enhancing the

customer experience by embracing a relational

paradigm which incorporates the latest technological

breakthroughs as well as the quality of human

interaction.

This commitment to customer satisfaction is the

cornerstone of the Group's strategy to deliver an

optimum experience for its clients.

To this end, Attijariwafa bank group is striving to

develop its ability to comprehend and consider

customer feedback by gathering their input on a

large scale, utilising its mobile application Attijari

Mobile. As part of its external Customer Care

Programme (PEC), the Group has established a

solid framework for monitoring the customer

experience by increasing the number of its surveys

and setting up an online tool called “Feeling”

dedicated to collecting customer assessments.

In 2023, this programme revealed a satisfaction

rate of 95% and a steady growth dynamic with

regard to recommendations (NPS).

In 2023, Attijariwafa bank confirms its digital

leadership by constantly enriching and updating

its interactive digital channels to create a distinctive

and pioneering customer experience highly sought

by its clientele. Moreover, the bank's mobile

applications remain among the top-ranked on Apple

Store and Google Play (Morocco).

As an example of this accomplishement, the new

“Crédit Express” digital service launched in 2023.

This service enables all of the Group's clients to

apply for consumer credit directly on Attijari Mobile.

Created as a strategic partnership between

Attijariwafa bank group and Wafasalaf, this initiative

provides customers with access to personalised

simulations, the ability to apply for a secure Crédit

Express on Attijari Mobile and a feedback in less

than 4 hours without having to visit in person one

of the bank's branches.

Furthermore, in 2023 Attijariwafa bank released

Apple Pay, a secure and free solution allowing direct

payment with an iPhone or Apple Watch.

This simple and practical tool has been a great

success and has been widely welcomed by the

Groups customers

With omnichannel banking at the core of its strategy,

the Group's ongoing drive to innovate and improve

its services can be witnessed in the diversity of its

channels and solutions The bank seeks to ensure

an optimal customer experience meeting the

highest standards

A LASTING COMMITMENT

TO CUSTOMER SATISFACTION

AN INTUITIVE DIGITAL SERVICE

1300000 payments via Apple Pay were

carried out in 2023

Crédit Express

Apple Pay