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ARTICLE · 18 SEPTEMBER 2025

Bank Of Valletta Strengthens Its Focus On Customer Experience

Finance Malta
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Bank of Valletta is placing customer feedback at the heart of its transformation journey, using insights from its Voice of the Customer (VOC) program to drive meaningful improvements across the Bank.

MaltaFinance and Banking
Finance Malta
Finance Malta
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VOICE OF THE CUSTOMER PROGRAM DRIVES BANKWIDE IMPROVEMENTS

Bank of Valletta is placing customer feedback at the heart of its transformation journey, using insights from its Voice of the Customer (VOC) program to drive meaningful improvements across the Bank. The first half of 2025 saw a continued upward trend in customer satisfaction and loyalty. This result comes as part of the Bank's ongoing VOC initiative, designed to gather real-time feedback from clients and translate it into tangible service improvements across all customer touchpoints.

Through ongoing transactional and journey-based surveys, BOV is gathering valuable feedback at key moments in the customer journey, from home loans and personal banking to mobile usage and customer interaction at branches and other contact centres. This insight is being used to shape the Bank's strategy and day-to-day service delivery.

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