Fibank Achieves Outstanding Customer Experience Recognition in Bulgaria

Fibank: Setting New Standards in Customer Experience

In a recent announcement, Euromoney recognized First Investment Bank, commonly known as Fibank, as Bulgaria's Best Bank for Customer Experience. This prestigious title at the Euromoney 2025 Excellence Awards marks an exceptional achievement for the bank that was previously awarded the Best Bank in Bulgaria back in 2011. The recent commendation highlights Fibank's unwavering commitment to prioritizing customer satisfaction through innovative banking solutions.

A Year of Success and Growth

The past year has been a remarkable period for Fibank, characterized by significant achievements in terms of financial performance, innovation, and accolades received from various awarding bodies. The institution reported record financial results, achieving a remarkable profit and experiencing a 13.5% growth in its assets. Additionally, Fibank has captured substantial market shares in retail deposits at 8.9% and business loans at 9.7%, showcasing its prominent position in the banking sector.

One of the key factors contributing to Fibank's success is its focus on delivering exceptional customer experiences. The bank has embarked on a remarkable journey to revamp its customer engagement strategies. By combining reimagined branch designs with digital innovations and purpose-driven products, Fibank aims to provide faster and more inclusive financial solutions.

Embracing Digital Transformation

As part of its strategy to enhance customer experiences, Fibank opened two pilot offices equipped with modern digital zones. These offices are designed to facilitate seamless banking experiences for customers, allowing them to navigate their banking needs efficiently. Furthermore, Fibank has expanded its online banking services, enabling customers to access their accounts and manage transactions through intuitive digital platforms.

Recognizing its ambitions to expand beyond Bulgaria, Fibank has launched digital products in the Greek market and is exploring opportunities in other European countries. This strategic move not only enhances its service offerings but also positions Fibank as a key player in the broader European banking landscape.

Acknowledgments and Awards

Fibank's innovative approach and dedication to customer satisfaction have garnered numerous accolades in the past year. Apart from the recognition from Euromoney, the bank has also received honors such as the Celent Model Bank award, Engage Awards, and the Mystery Shopper Bank award. These recognitions reinforce Fibank's reputation as a banking institution that is setting trends in customer service excellence in Bulgaria.

Commitment to Continued Improvement

As Fibank continues its journey, it remains committed to continuously improving its services and maintaining high asset liquidity and capital adequacy, which are above regulatory requirements. The bank's enduring focus on customer experience is expected to drive further innovations and improvements in the banking sector in Bulgaria and beyond.

In summary, Fibank's achievement as Bulgaria's Best Bank for Customer Experience underscores its dedication to redefining banking standards – fostering a customer-centric culture, embracing digital transformation, and thereby leading the banking sector into a robust future. With a vision of inclusivity and innovation, Fibank is not just a bank; it’s a partner in its customers' financial journeys.