‘Customer experience is a pivotal aspect’ – BOV to commence branch renovation project

As of 30th August 2021, Bank of Valletta (BOV) will commence a branch renovation project whereby all of its branches around Malta and Gozo will get a brand-new face lift.

The project will start off with BOV’s Paola branch.

For this reason, the aforementioned branch will be temporarily closed from 30th August for approximately six months.

“Customer experience is a pivotal aspect of our long-term strategic vision. A substantial part of our customers’ experience still takes place within our branches,” Kenneth Farrugia, BOV’s Chief Retail Banking Officer said.

“As we roll-out a more customer-oriented strategy, we believe that our customer touchpoints should be holistically redesigned from the ground up to service the needs of today’s customers,” he continued.

BOV deployed a specialised team of employees specifically to lead and implement the branch redesign exercise.

“Over the past months we have been working intensively to streamline, reinforce and standardize our branch experience in order to transform the Bank’s branch network into a more customer-centric experience,” Mr Farrugia said.

“We are confident that this project will provide our customers with banking hubs that are much more appealing, welcoming, and modern,” he concluded.

Despite the Paola branch’s closure, its ATM will remain in service for customers’ availability.