Most customers think the financial sector that banks provide a good service, the survey of Proceeds and Invader Gallup. Banking strategies to reduce the ranks and claims, the main concerns of users.
Although most users complain of long lines and procedures that have to do to their financial institutions, when making an assessment on the quality of service in the industry, leaving banks go free. According to the survey of 500 users of the financial sector and Invamer Gallup Money, banking gets a rating of 4.13 out of 5 in terms of service.
This is probably due to multiple channels and services offered by banks today. In addition to offices and ATMs, financial client currently has the ability to make transactions with greater ease and comfort by other means like internet, call centers, point of payment (POS), automated payments (ACH ) and non-bank, among others.
Technology deployment has become a banking customer service in more than smile and a song of good treatment. It is a much broader concept that includes innovative, streamlined processes, unified platform, easy access, quick response and real-time solutions.
The score on the survey and Invamer Gallup Money is very similar to that presented measurements as the Customer Satisfaction Index CIV (79.1) and other surveys and positioned in the sector as an index (85.1) made since years by the Technology and Management consultant.
Moreover, the note is equal to that found by Gallup Invamer two years ago, which shows that the sector had good service in spite of strong consolidation process that took place during this period, and increased penetration of services bank, thanks to the effort to “bank” the lower strata of the population.
The objective of the bank is to maintain the level of service through these processes and to reach more people, which has required substantial investments in technology and human resources, and strategies for the achievement and customer retention. This has resulted in an increasingly competitive sector. In fact, according to the survey, the level of service is similar among different financial institutions.
The bank is facing a double challenge. To accelerate its mass, must continue to invest in technology and strengthen its alternative channels. But at the same time, should improve care in the banks, because the survey shows that these are still the preferred channel for users, including the upper strata, which, although made intensive use of electronic alternatives, continue to visit regularly bank branches.