Customer Satisfaction Survey
We value feedback from every customer as it reflects on the quality of our products and services and enables us to understand their needs. The Bank is unable to address the true needs of customers if their voices are not heard. We therefore conduct customer satisfaction surveys across all service channels to gather comments, suggestions and complaints to help us improve our products and services to best address customer needs.
Customer Satisfaction Survey Results for Branch Services
The customer satisfaction survey on branch services surveys more than 75,000 branch customers per year and covers every branch. Survey results are communicated to all branch managers so that they can use the insights to improve the service quality standards of their staff and branches.
Customer Satisfaction Survey Results for Mobile Banking
The Bank runs a customer satisfaction survey for mobile banking services every six months. For this survey, we invite customer feedback and in-depth opinions through focus groups to understand expectations about the Bank’s products and services covering three facets: daily finance, finance for liquidity and saving and investment support. We carefully analyze the feedback and comments to help develop new features for our Bangkok Bank Mobile Banking app to better cater to the needs of customers.
Customer Satisfaction Survey Results for Bualuang Phone
The Bank collects and records information from its phone banking services (Bualuang Phone 1333) for both interactive voice response (IVR) and customer support representatives (CSR). Customers can grade their experience and leave a voice message to provide feedback right after a call. The Bank utilizes results from the survey, as well as other information and statistics such as dropout rate, volume of calls over a period of time, voice records and assessment results from individual CSR agents to improve and elevate service quality for the future.