State Bank goes real-time with feedback

The country's largest commercial bank, State Bank of India (SBI), will now seek direct customer feedback on the quality of services rendered at branches, especially retail outfits.

It will use the customer feedback system (CFS) developed by Pune-based Nihilent Technologies for this purpose.

Initially, the bank plans to implement the system at 10 branches in Mumbai on a pilot basis for six months.

After reviewing the experience, it will be implemented in the Maharashtra-Goa circle. The system will be installed on the customer side of service window to provide feedback on real-time basis at the point of transaction.

The customers will provide feedback on quality of service, reliability and responsiveness of staff by pressing answer keys to questions. The bank management will have real-time access to customer feedback.

This will help in making changes in services, products and overall customer experience at branches. The information will also help in understanding customers' expectations and make better intervention.

The changes in the services and product offerings will assist in enhancing customer experience, retain loyalty of existing customers, attract new customers and grow business, said A Ramesh Kumar, chief general manager, SBI, here today.

CFS is part of the bank's plan to transform branches from being transaction-centric to relationship-centric. Nihilent has also introduced a tool at SBI's local head office in Mumbai to get feedback on key strategic measures for finance, customer, process and learning.