Last year we conducted a language audit of the retail segment. The audit covered almost 2 thousand documents addressed to both clients and employees – offers and after-sales letters, complaint responses, social media announcements, contracts and regulations, our website, as well as internal communication. In the audit we used both quantitative and qualitative methods. Fourteen language parameters were examined, including the popular FOG readability index*. We also conducted a similar audit for the corporate segment, and the results of both showed that there is room for further simplification of the language used in the bank.
We are constantly organizing trainings to teach new principles of communication in the spirit of using simple language. In the nearest future, we are launching an e-learning course available for all employees. On a daily basis, our employees can refer to the language guide.