English | Dzongkha Sunday, July 21, 2019

BoB launches customer feedback terminals to improve quality of banking services

Pema Seldon Tshering, Thimphu
Apr 28, 2018

To enable the customers to provide instant feedbacks on the service provided by the Bank of Bhutan (BoB), it launched customer feedback terminals at two of its largest branches in Thimphu and Phuentshogling today.

The customer Feedback Terminal is a device which allows customers to give instant feedback easily by touching the screen of the terminal with options to select varying levels of satisfaction.

A customer can select the level of satisfaction on the service received after completing their transaction.

The introduction of this facility is an attempt to enhance the customer experience and a step towards achieving the bank’s aim of providing customer centric services, ensuring customer delight, and maintaining a culture of continuous improvement in customer service.

“Customer feedback terminal is a very simple technology that gives a choice of five levels of satisfaction for a customer to choose. This system will provide an opportunity for our customers to give real time feedback,” said the Chief Executive Officer (CEO) of BoB, Pema N. Nadik.

The feedback reports received from the customer feedback terminals will be produced at periodic intervals and use as a monitoring tool to assess the performance of the employees.

“With this feedback we will be able to access the level of our customer service and institute targeted interventions in terms of trainings and counselling to encourage our staff to continue to improve their services,” continued the CEO.

Established in 1968, the BoB is Bhutan’s first bank. Apart from branch offices in the districts, its services are widespread at the community level as well.


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