Need for customer satisfaction audit by banks stressed

The banking industry in the country needs to have a customer satisfaction audit done by an independent agency that should be put out in public domain, said R K Nair, member (F&I) of Insurance Regulatory and Development Authority (Irda).

Technology and specialisation in the banking sector have changed the conventional mode of transaction where human interface had provided customers an opportunity to explain their problems in dealing with banks.

With more and more banking transactions being done on technology platforms, there was no proper channel to gauge either customer needs or the satisfaction levels with respect to the services they offered, he said, addressing a seminar on emerging trends in banking and insurance sectors here on Monday.