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Customer experience study by SBI
By Ankit Sharma
Dec 13, 2013
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In order to survey the present level of client fulfillment and experience, State Bank of India wants to direct a study crosswise over key features, for example, items, channels and forms.

To be led over each of the 14 rings, the study will recognize chances to enhance client experience crosswise over different regions and benchmark SBI's techniques and administration against best-in-class banks in India and abroad. The bank wants noteworthy plans rising up out of the study, which will cover around of 600 branches and in the vicinity of 300 ATMs incorporating 100 off site ATMs, to help enhance client fulfillment, prompting development in its business.

The study will survey the nature of client administration and experience at the limbs, Centralized Processing Centres (for liabilities and retails) and ATMs, over the client lifecycle and recognize the significant change ranges.

SBI hopes to survey the utilization of different channels, for example, POS/debit card/internet and mobile banking, call center service and the client experience with distinctive channels. The study will break down the present protestations administration transform and the client grievance redressal component.


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