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SBI will conduct surprise visit of branches to improve customer service


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State Bank of India (SBI), the largest bank in India, has announced its plans to engage the services of an external agency to conduct incognito visits to its branches. The purpose of these visits is to monitor and assess the quality of customer services provided by the bank. SBI aims to carry out these visits on an annual basis, covering its extensive network of 22,405 domestic branches.

Importance of Customer-Centricity and Long-Term Relationships

Chairman Dinesh Kumar Khara emphasized the significance of customer-centricity in banking operations and the importance of building long-term relationships. He stated that understanding the needs and preferences of customers is crucial for the bank to evolve and enhance its offerings. SBI aims to continuously improve the customer experience and set new benchmarks in the banking industry.

RBI’s Role in Assessing Customer Service

The Reserve Bank of India (RBI) has been conducting incognito visits to bank branches to independently assess the level of customer service provided by banks. This initiative ensures that banks are meeting the required standards of customer care and service.

SBI’s Plans for KYC (Know Your Customer) Management

SBI is also planning to develop a platform called KaaS (KYC as a Service) to streamline the management of customer KYC profiles. KYC guidelines, mandated by the RBI under the Prevention of Money Laundering Act 2002, require banks to obtain certain personal information from customers. SBI’s KYC policy consists of four components: customer acceptance policy, risk management, customer identification procedures, and transaction monitoring.

RBI’s Enforcement of KYC Norms

In the past, the RBI has imposed monetary penalties on banks for non-compliance with its KYC norms and anti-money laundering standards. These penalties were issued for failure to adhere to specific provisions related to customer identification, opening of current accounts, and savings accounts.

SBI’s Efforts to Enhance Customer Engagement and Feedback

To improve customer engagement and address customer concerns, SBI is developing a centralized calling facility for dissatisfied branch channel customers who have provided lower feedback ratings. The bank also plans to enhance the customer feedback process by obtaining feedback through QR codes from both customers and non-customers visiting branches.

Digitized Process Flow for Deceased Claim Settlement

Recognizing the challenges faced by customers during the deceased claim settlement process, SBI is implementing a technology-driven, digitized process flow. This initiative aims to simplify and expedite the settlement process for such claims. The bank plans to roll out this digitized system in the near future.

11 Comments

  1. *Provide Compulsory Training Half Yearly. *Increase the Number of Staff.
    *Don’t create a atmosphere of fear and panic amongst employees
    *Bring in Industry Experts and Motivational speakers for improving business and Customer service.
    *Counseling to all level employees to cope with stress
    *Sports activities to all employees half yearly.
    *Employee recognition and appreciation in real sense.
    * Improving Job satisfaction
    * Proper Career progression support system.
    * Respect and treat employees in a proper manner as a important asset.
    Don’t Harass officers to achieve unrealistic targets.
    *Have a robust support system for employees
    If the Management treats employees fairly and does the above mentioned activities. Definitely Customer service will improve.

  2. First thing to improve is to increase of staff that will automatically improve customer service.

  3. SBI has to teach the staff from scratch to have good customer relationships as they are not ready to speak friendly nor help the customers particularly the senior citizens who expect some courtesy words from the staff. Hope they will improve with the new initiative of the bank else the Hdfc will definitely over take SBI in the coming years.

  4. Shortage of staff in all branches and pressurising the employees for absard targets has made the life of branch employees very tough .The general public is not aware of such conditions and only negative attitude of bank staffs are talked about .The management has to thik deeply about this before implementation of any policy in future .

  5. Many attempts have been made to assess the quality of customer service. They have remained on paper like police/judicial reforms! The skill sets required is the main road block in better customer service. Any employee must be aware of customer’s profile so that he can understand the latent need (not necessarily that the client may be aware) of the customers. Once the employee has fully understood the need of the customers, he has to be aware of the best product out of the overall product portfolio that will satisfy the customer’s needs. Unfortunately, there is a great disconnect here and the customers are left to fend for themselves. This is happening to even SBI Wealth customers who are supposed to get preferential treatment because of the value of business. I am one such customer and only when there is a change in the incumbency of the Relationship Manager, I received email or a few WhatsApp messages on new year or on my birthday! Once in a while, receive a call for MF Launch but hardly any financial advisory services in tune with my profile! SBI Wealth is a white elephant which can be afforded only by SBI.

  6. Fist thing improve employee staff mentality
    Improve office culture
    Office employee should no ddo office politics
    Then only customer service will improve
    If staff happy customer will be happy

    Branch manager should also treat employee peoperly

  7. 1. To improve the good customer service proper training should be given to all staff. Job knowledge is very important.
    2. Undue pressure should be reduced by Contollers to the Branch Manager and staff.
    3. Daily huddle Meeting should be avoided. If necessary, only particular BM should be called for meeting.
    4. To provide excellent customer service man power should be provided in all branches based on business profile. Top Customers should be treated on priority.
    5. Server speed should be increased in CBS. Many times customers waiting in front of counter clerk for enquiry or to get small work done.
    6. SBI LIFE/MF should be handled by exlusive knowledgeable staff.

  8. I being a retired sbi employee has suffered a loss of ₹2.00 Lacs due to fraud done in my cc ac & sb pension account on16th &17th oct 2022 from Kanpur when my both these accounts were maintained at sbi vimannagar Pune Maharashtra branch.I have since then filed FIR with police station Kanpur Railway cyber branch.Till date nothing has been done neither police nor Bank.I feel that our money is not safe in SBI in the present day scenerio

  9. Instead of doing all these surveys ask employee feedback and improve employee strength. Many branches are left to suffer with 2 or 3 employees and no guards nothing in rural areas especially.

  10. There ought to be a responsible highly, impartial, dynamiccOmbudsman system in the Bank, which is now absent,in my opinion, as regards my sb account @ SBI khairathabad, Hyderabad vanished from records without intimation or what so ever to me,saying dormant account,similarly my late father’s sb account @ SBIPamarru Krishna Dt carrying at least Rs200000plus balance vanished,as regards my imagination, large scale embezzlement s might have been carried in Corona time ,since the branch statutory audit mechanism is also weakened by RBI in the garb of granting autonomy to Bank’s management, I hope in coming years,if this trend continues more inefficiency, without responsibility for Bank’s managemen ,the Customers can face from Bank’s management !

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