Scotiabank's core purpose is to help customers become financially better off by providing relevant solutions to their unique needs. This can only be achieved by building trust and loyalty through our actions and our product offerings, and by responding effectively to customer concerns.
Key achievements in 2008
Scotiabank has set the following objectives in this area:
- Our customer satisfaction studies show that 53% of our customers are highly loyal to Scotiabank.
- Launched a $6.4 million fund to support Jamaica's small and mid-sized enterprises.
- Opened eight more specially designed accessible branches in Mexico to serve persons with disabilities.
- Launched the Bank the Rest savings program and signed up 100,000 customers in Canada.
Scotiabank's global network
| 2006 | 2007 | 2008 | |
| Customers worldwide | More than 10 million | Approximately 12.5 million | More than 12.8 million |
| Branches/offices | 2,191 | 2,331 | 2,672 |
| ABMs | 4,937 | 5,283 | 5,609 |
Going forward
Scotiabank has set the following objectives in this area, and will communicate progress through our annual CSR Report and website:
- Customer satisfaction: Increase levels of customer satisfaction and loyalty and continue to set goals for the percentage of customers who are satisfied with the handling of their complaints.
- Small Business Banking: Scotiabank Small Business Advisors will be conducting proactive calling programs to deliver tools and resources that equip small business owners to succeed in challenging economic times.
- Customer protection against fraud: Roll out secure chip-embedded debit and credit cards, which help increase the number of secure transactions in Canada.
- Multicultural Banking: Continue to develop products and services designed to support new immigrants, foreign students and investor immigrants through the Scotiabank StartRight program, with an increased focus on expanding our language offerings across all customer distribution channels.
