We aspire to be a bank which accurately defines and foresees the needs of its clients and precisely knows how to respond to them. To get to know and understand our clients’ preferences better, we use the Net Promoter Score (NPS) system, which makes it possible to verify customer satisfaction in an organised way. As our marketing philosophy goes: instead of taking expensive marketing measures, we should simply make our clients happy. We thus strive to ensure satisfaction of as many clients as possible so that they become the ambassadors of our brand. What we need to achieve this goal is a thorough analysis of factors contributing to the satisfaction level. In this context, NPS figures as such do not present a value added for mBank. Instead we take every effort to gain in-depth knowledge of critical moments in our relationship with the client, which we still need to improve. More on mBank’s satisfaction surveys.