........To be conducted across all 14 circles, the study will identify opportunities to improve customer experience across various areas and benchmark SBI’s processes and service against best-in-class banks in India and overseas. The bank expects actionable plans emerging from the study, which will cover about 600 branches and about 300 ATMs including 100 off site ATMs, to help improve customer satisfaction, leading to growth in its business...........
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1 comment:
The Study initiated, I am sure, would be objective and analytical and would take a good representative sample across the rural, semi-urban, urban and metros. While in the case of rural and semi-urban it is more the reach through the traditional channels, mobile banking and ATM at best, while in the others it is all the POS, ATMs, online and network operations and other technology outreach initiatives. This third eye would be a good pointer for the future of the Bank in the ever expanding customer base within the country in the context of new entrants into the industry.
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