Commercial Bank of Ceylon PLC

Annual Report 2018

Customer Centricity

The Bank places its customers at the centre of all its activities, in its endeavours to enhance their overall experience. This calls for a perfect understanding of the customer, in addition to developing and delivering products and services in ways that exceed their expectations, despite the many challenges. Accordingly, the Bank has segmented the market in terms of a number of criteria and identified the channel and products/services mix for each market segment based on their perceived preferences. This has enabled us to differentiate our value proposition and build customer loyalty.

Customer centricity over the year