Customer Engagement and Interaction

Customer engagement and interaction are among the Bank’s most essential priorities. Transparency in these areas not only fosters customer trust but also helps mitigate potential risks associated with the sale and delivery of financial products and services.

One of the Bank’s strategic objectives is to expand its population outreach by delivering high-quality services through highly qualified employees. At the same time, attentiveness to customers and their needs helps build trust in the Bank as a reliable operator of the housing savings system, which is one of the Bank’s key assets. Any harm caused by inappropriate actions or behavior of employees when interacting with customers through communication channels, social media, YouTube video hosting, or in Bank branches may be perceived as damaging to the Bank and may, in turn, lead to reputational risk.

The Bank has adopted Customer Service Standards that outline the procedures for servicing customers by employees and staff through communication channels, social media, YouTube video hosting, and at Bank branches. These standards set forth requirements and recommendations for organizing customer service, including employee behavior, etiquette, appearance, and workspace organization.

The Bank continuously works to improve service quality and ensure high levels of customer satisfaction by addressing the following objectives:

1. Establishing a corporate vision for the Bank’s customer service;
2. Creating a unified understanding of customer service principles among employees providing service through communication channels, social media, YouTube, and in Bank branches;
3. Implementing unified requirements and recommendations for the quality of customer service through communication channels, social media, YouTube, and in Bank branches.

The core principles of customer service include:

1. Bank reliability and transparency in service delivery;
2. Efficiency, professionalism, and responsiveness of employees;
3. Awareness and competence of employees;
4. Adherence to business and internal etiquette by employees;
5. Personalized approach to customer interaction.

The Bank actively collects and responds to customer feedback and complaints, adjusting its practices as needed and ensuring that all concerns are addressed fairly. To gather customer feedback, the Bank uses the following communication channels and technical tools:

1. Written requests submitted in person, by mail, to the Bank’s email, through the Bank’s website, or via the Chair of the Management Board’s blog platform;
2. Oral requests, including those received by phone, video service, or during a personal visit to a Bank branch.

For customer convenience, the Bank has developed and published a Diagram of Registration and Processing of Requests (Complaints) on its official website hcsbk.kz in the Sustainable Development / Corporate Responsibility section. This diagram is intended for messages related to any matters, including violations of business ethics standards.

Statistics related to such messages for the year 2024 are disclosed in the ESG Databook, available on the Bank’s official website hcsbk.kz in the Sustainable Development / ESG Reporting section.

Additional topics, including customer data protection, how the Bank informs its customers about available financial products and services, efforts to expand access to financial services, and more, are detailed in the subsequent sections of this Report.