Managing Customer Satisfaction in Agent Banking

by Minakshi Ramji, Ritesh Dhawan and Sachin Bansal
Nov 21, 2011
1 min

This Briefing Note discusses the design and implementation of a Customer and Channel Satisfaction Measurement and Management exercise which seeks feedback from m-banking customers on important areas.

This Briefing Note discusses the design and implementation of a Customer and Channel Satisfaction Measurement and Management (CSM) exercise which seeks feedback from m-banking customers on important areas that influence take up and on-going use of services. These areas should include (but not be limited to) the product, cost/charges, marketing, process and service provided by the agent. While there are many ongoing m-banking pilots, few have shown capacity to be taken to scale. The CSM is a good way to understand the extent to which the product is satisfying customer concerns and make amendments accordingly.