In the satisfaction survey carried out in 2016, the customers of the Institut Català de Finances (ICF) valued the service received from the Catalan public financial entity with a total satisfaction rating of 7.89. The survey was carried out by STIGA, a company specialising in analysing customer experience in the financial sector.

It is worth highlighting the high rating for the attention received and professionalism (8.14 points), reaffirming that the ICF’s specialists are its main strong point. Also of note is the rating of the ability to offer advice and solutions adapted to the needs of each company (7.87 points).

According to the study, almost half of customers declare their intention to continue working with the entity and would recommend it to other companies without reservation. Regarding opportunities for improvement, customers place emphasis on operational agility and promotional and communicative actions.

89% of the customers consulted considered themselves to be satisfied or very satisfied with the coverage of their financing needs by the ICF, giving this an overall rating of 8.32 points. Along the same lines, 74% of the companies consulted are satisfied or very satisfied with the conditions of the financing operation they signed with the ICF, giving this a score of 7.22 points.

Three out of four companies say their business has been strengthened thanks to the financial support of the ICF, highlighting the improvement in efficiency and competitiveness (21.2%), the improvement of equipment and facilities (19.8%) and the recruitment of new workers (17.7%).

With regard to the Net Promoter Score (NPS) measurement of customer loyalty to a company, the ICF obtained 35.8%, while that of the financial sector in Catalonia is 4.31%, according to STIGA data.