BANK WITH SIMPLE POLISH LANGUAGE CERTIFICATE
ING Bank Śląski was once again awarded by experts from the Studio of Simple Polish at the University of Wrocław. The bank received a certificate of simple Polish for the language of service in remote channels.
Remote contact of clients with the bank is becoming more and more common, especially in the current reality. Clients want to get their issues done quickly and simply, from wherever they are comfortable. They don’t want to waste time biting into banking complexities. They want to do their thing. That is why we have been simplifying our banking communication since 2014. This year, we checked whether our specialists speak plain language. We researched the spoken language on the hotline, in chat, in news and complaints, as well as the language in social media. According to the research report, as many as 8/10 of our interactions with clients meet the standard of plain language – said Barbara Pasterczyk, Bank Director responsible for marketing communication at ING Bank Śląski.
These studies were methodologically extremely difficult. For the first time, we assessed not a single text, but the entire stream of service communication (over 350,000 texts!). To increase the objectivity of the analysis, we randomly selected approximately 200 written texts and 100 telephone calls. The ING language complies with the standard of the University of Wrocław at the level of 75% – explains dr hab. Tomasz Piekot, Head of the Simple Polish Workshop at the University of Wrocław.
photo: “We create a style of writing that is broth-clear – emptied of scum, especially phrases that frighten the citizen”
ING attaches great importance to an ongoing diagnosis
Since 2014, ING Bank Śląski has simplified its communication, but also relies on research and language tools. Quarterly checks the quality of the language. Since last year, the bank has been measuring itself in a new, more restrictive and objective way – using the Prostomat application and the language simplicity index.
We are constantly improving and testing ourselves. We want our clients to have the best possible experience when they contact us. And easy experience! Our specialists can explain even the most complicated matters to clients in simple language. And it has always been our strength – we also see it in the NPS research and in the voice of the clients. Now we have received a certificate of Simple Polish Language. It is a distinction for all our employees who contact customers on a daily basis – sums up Robert Włodarczyk, Bank Director responsible for Distribution Channels.
The Simple Polish Certificate for the language of remote service is the third one in the bank’s portfolio. The first one, ING Bank Śląski received for the “My ING” internet banking system in 2017, and the second, in 2019, for the language of the ing.pl website.
The University of Wrocław certifies companies and offices for texts that meet the requirements of the plain language standard. Experts examine whether the texts have a clear composition, proper relationality and accessible style – without industry jargon or official phrases. More about simplifying the language at ING Bank Śląski at www.ing.pl/poprostu
photo: “In the bank we also have our jargon, but we speak plain language to you. We have a certificate for it – check it out.”