BIAT Awarded "Customer Service of the Year 2026"
The BIAT was honored during a ceremony following its victory in the "Customer Service of the Year 2026" competition, a recognition that acknowledges its commitment to providing high-quality customer service. This distinction highlights the bank's focus on quality and customer satisfaction.
The BIAT won the "Customer Service of the Year 2026" award after participating in a competition launched by ESCDA, which involved a rigorous and comprehensive evaluation process in the "Banks" category. The evaluation was based on mystery shopping surveys conducted through various customer communication channels to measure response speed, commercial team availability, and response relevance. The competition aims to highlight the quality of banking services offered, whether at the agency, website, or Customer Relations Center level.
This achievement is the result of a series of concrete initiatives implemented by the BIAT in recent years to optimize the customer experience. In 2021, the BIAT launched its new generation of bank branches to evolve the experience offered to its customers, featuring more transparent spaces, fluid pathways, modern codes, digital services, and self-service areas accessible continuously. These developments reflect a desire to combine proximity, modernity, and quality of service. The implementation of digital solutions for queue management and appointment scheduling also contributes to streamlining agency visits and improving the service experience.
In parallel, the BIAT has strengthened its remote customer service organization through its Customer Relations Center. The center handles calls to agencies to ensure rapid and efficient service, allowing agency teams to focus on their primary mission of supporting customers. Additionally, the Customer Relations Center handles requests received via email, MyBIAT messaging, the website, social networks, and other channels.
The "Customer Service of the Year 2026" award granted to the BIAT recognizes its commitment to placing service and customer satisfaction at the center of its priorities. It reflects a strategy focused on quality, modernity, and excellence, carried out daily by teams dedicated to serving the entire customer base.
