Client satisfaction

We regard all complaints as an opportunity to improve our clients’ experience. Wherever possible, we accommodate our customers, seek to restore their trust, and make the dissatisfied ones satisfied again. Most of the negative client feedback is dealt with on an individual basis by relationship managers at branches and the Contact Centre, usually within 48 hours of receipt. Situations and suggestions that require broader contextual knowledge or any procedural changes are passed on via the functional system to colleagues dealing with the issue at hand. Based on our work with these suggestions, we then adjust, improve and innovate our products and services to meet our clients’ needs.

If you have any suggestions for improvement or if you want to let us know how you are satisfied/dissatisfied with our services, you can write to us here.

We are continuously investing in the security of our clients’ data and further developing our system for detecting suspect payments.

Secure two-factor authentication using KB Klíč has long been the predominant authentication method. It is already used by more than one million clients. The Mobile Bank app offers several features that enhance the security of our clients’ finances. For example, it can check whether the client has enabled Google Play Protect on their phone, and features biometric login, screen lock, and screen checks for overlay attacks.

The new KB+ app, which builds on Mobile Bank, also includes these functionalities, but offers a few more, such as the inability to share or upload a screen. KB+ also has an integrated KB Klíč, and so you no longer have to keep two apps in your phone.

We guard online payments 7/24 in real time using the latest technology. In 2023, we intercepted 1,018 fraudulent payments, thereby salvaging more than CZK 108 million for the clients. 

Crypto scams (fake investments in cryptocurrencies), which made up almost one half of all the scams that we addressed, was the dominant type of fraud in 2023. Another very common fraud was in general phishing in all its forms, which accounted for more than a quarter (27%) of the cases that we handled. Clients can find detailed information on the most common types of online payment fraud on a dedicated website.

At https://bezprekazek.kb.cz we make it easier for people with a health disadvantage to access our products and services, which we have designed and tested with a view to enhancing their customer experience with Komerční banka.

Whatever they decide to do: visit a branch, use our ATM, make card payments, or manage their finance in online banking in their mobile phone – in each of these cases we have readied solutions for them to make their everyday life easier.

Mobile banking in the KB+ app is now more accessible to visually impaired people, since they can easily set the font size, brightness, contrast, haptic response, readout, etc. in it.

KB is the first bank in the Czech market to begin issuing payment cards with unique notches, Touch Cards, which make everyday payments easier for blind and partially sighted clients. With the rising number of newly issued cards without embossment it is becoming more difficult for visually impaired people to distinguish what type of card they are holding in their hand. Touch Card notches help blind and partially sighted clients to distinguish a debit card (rounded notches) from a credit card (square notches) just by touching the card. We regard Touch Cards as a new card standard that removes barriers from banking services.

KB’s hearing-impaired clients can use the eScribe service, which transcribes the conversation between the client and the relationship manager in a branch or over an information line on the client’s monitor screen in real time. The client can then better understand the information being communicated. At https://bezprekazek.kb.cz they can also use the services of translation from/into the Czech sign language.

Clients with other disabilities can use barrier-free ATMs and branches:

• Of the total number of 209 branches, 158 are barrier-free. 
• Of the total number of 796 ATMs, 724 are barrier-free.

We notify clients who are in arrears with their payments by way of an early warning system (text messages, e-mails, phone calls), and we also refer them to our website where they find articles on this topic and also practical information about what to do in the case of difficulties with payment, and we may also refer them to the Financial Distress Advisory Centre (Poradna při finanční tísni).

In 2019, we started cooperation with the Institute for Economic Education and began to support the Economic Olympiad as the general partner. This is an international competition which is becoming increasingly popular amongst secondary schools year to year. Students compete not only in knowledge of economic indicators but also in general understanding of finance and banking. It’s great that the competition helps not only secondary school students to study economics, but also their teachers with effective organisation of classes.

Since 2014, we have been regularly involved in a project run by the Czech Banking Association under the name Bankers to Schools. The project is based bankers’ meetings with primary and secondary school pupils and students during which students have opportunities to discuss with bankers the basics of financial literacy and also security in the online environment.