Client satisfaction

We regard all complaints as an opportunity to improve our clients’ experience. Wherever possible, we accommodate our customers. 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.

The KB+ app offers several features that enhance security of our clients' finances. For example, it can check whether the client has a Google Play Protect is enabled on their phone. It features biometric login, screen lock, and screen checks for overlay attacks. KB+ also has an integrated KB Klíč (secure two-factor authentication), so it is no longer necessary to keep two apps in the mobile phone.

We guard online payments 7 days a week, 24 hours a day, in real time using the latest technology. In 2024, we intercepted 1,226 fraudulent payments at KB, thereby salvaging more than CZK 119 million for the clients. 

Crypto scams (fake investments in cryptocurrencies), which made up one half (48.5%) of all the scams that we addressed, was still the dominant type of fraud in 2024. Another very common fraud was in general phishing in all its forms, which accounted for 17% of the cases that we handled. Vishing (fraudulently calling a fake banker) came in a close second to phishing, with 13.1% of the cases dealt with. Clients can find detailed information about 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 204 branches, 153 are barrier-free. 
• Of the total number of 774 ATMs, 701 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.

In 2024, around 28,000 students from nearly 500 secondary schools participated in the Olympiad.

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.

In 2024, 60 colleagues from various departments of the Bank, as well as from the board and management, gave lectures at schools across the country.