Bank of Ireland's Group Chief Executive reinforces his commitment to the customer

- 'Changing For You' programme to deliver real differentiation

- Solid Initiatives that will resolve significant customer irritants

- Over 40,000 customer interactions per hour

- 3-minute only queue commitment

Brian Goggin, Group Chief Executive, Bank of Ireland today (10 November 2005) announced a customer programme that aims to significantly enhance customers' experience and to bring to life the Bank's strategy to achieve differentiation through excellence in customer service. The programme, the theme of which is "Changing For You", comprises initiatives such as reducing queues, further enhancements to its direct channels, significant branch remodelling, additional customer service staff and extensive training and development of 6,000 staff in customer service best practice.

This builds on Brian Goggin's statement announced at his first results announcement in November 2004 setting out his 5 key imperatives for the business. His strategic priorities included cost, growth, reputation, people and customer. In his statement, he said that he believed that all banks are not the same, and that he wanted customers to see that difference when they deal with Bank of Ireland.

Speaking at the announcement, Brian Goggin said: "We have over 40,000 customer interactions every hour and we deliver tens of thousands of great customer experiences every day. However, I believe that by improving service and facilities in line with what the customer deems important to them, we will differentiate ourselves from our competitors. We have devoted a lot of time to listening to customers through thorough research and daily engagement, and we have acted on this in developing a programme of ongoing initiatives, some of which are already well underway. We call it "Changing For You" and we will be accountable to our customers on each and every initiative to ensure that we deliver our promise".

Bank of Ireland's 'Changing For You' programme incorporates a range of initiatives including:

"Over the coming weeks and months customers will see the introduction of a number of changes designed to improve the quality and range of our services. All banks are not the same and we are firmly committed to ensuring that our customers to see the difference every time they deal with us", concluded Brian Goggin.

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Contact:

Anne Mathews
Group Corporate Communications
Ph. 01 604 3836
Mob. 087 246 0358

Mary Brennan
Group Corporate Communications
Ph. 01 604 3838