Punjab National Bank (PNB), India’s leading public sector bank, has launched a QR code system in its branches to collect customer feedback. This QR code will be displayed in bank branches, and customers can easily share their feedback by scanning it.
Through this initiative, PNB aims to improve customer service at branch level. Branches have also been instructed to collect a minimum of 50 feedback responses every month.
While this appears to be a good initiative, it has attracted criticism. Many users have alleged that several PNB branches do not have sanctioned staff strength. In many branches, even sub-staff (peons) are not available.
In such conditions, providing good customer service becomes practically impossible.
Earlier, PNB had introduced a staff-based QR code system to collect feedback on individual employees. That move faced strong criticism from employees and unions, following which the bank withdrew the system.
The bank had purchased standees to display those QR codes, which were later withdrawn, resulting in a waste of money. Users are now criticising the bank for reckless spending of public funds.
Many users argue that instead of spending money on such initiatives, the bank should focus on hiring more staff, which would directly improve customer service.
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