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In a bid to assess the current level of customer satisfaction and experience, State Bank of India is planning to conduct a study across key areas such as products, channels and processes.
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.
The study will assess the quality of customer service and experience at the branches, ATMs and at Centralised Processing Centres (for retail and liabilities), across the customer lifecycle and identify the major improvement areas.
Besides assessing product knowledge / communication skills of the branch staff while dealing with customers, the study will assess the bank’s processes / layouts affecting customer service and delivery of services and products and identify improvement opportunities. It will recommend possible changes in the product and service offerings or customisation of product features.
SBI expects to assess the usage of other channels such as debit card /POS/mobile banking, internet banking, call centre and the customer experience with different channels. The study will analyse the current complaints management process and the customer grievance redressal mechanism.
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