Fi­delity Bank Moves to Im­prove Cus­tomer Sat­is­fac­tion

THISDAY - - BUSINESS/ MONEY GUIDE -

Fi­delity Bank Plc said it again demon­strated its de­sire to con­tin­u­ously im­prove on cus­tomer service with the in­tro­duc­tion of a per­son­alised self-service feed­back sys­tem on its In­stant bank­ing prod­uct -*770#.

This ini­tia­tive, ac­cord­ing to the bank, is ex­pected to take its cus­tomer service a notch higher.

When a cus­tomer com­pletes se­lect trans­ac­tions us­ing In­stant Bank­ing (*770#), the feed­back sys­tem prompts the cus­tomer to rate the qual­ity of their ex­pe­ri­ence us­ing the prod­uct. Cus­tomers who par­tic­i­pate in this op­tional feed­back rat­ing also au­to­mat­i­cally qual­ify for ex­cit­ing monthly re­wards, the bank ex­plained in a state­ment.

“This ini­tia­tive gives the bank real-time in­sights on the prod­uct’s per­for­mance and en­sures that our In­stant Bank­ing Prod­uct (*770#) is con­tin­u­ously im­proved to give our cus­tomers the best pos­si­ble ex­pe­ri­ence.

“This re­in­forces our drive to use dig­i­ti­za­tion and an­a­lyt­ics to get deeper in­sights about our cus­tomers and ul­ti­mately im­prove the cus­tomer ex­pe­ri­ence across our chan­nels.

“We will be ex­tend­ing this in­no­va­tive feed­back rat­ing sys­tem to our other trans­ac­tion chan­nels very soon,” Fi­delity Bank CEO, Nnamdi Okonkwo said in a state­ment from the bank.

In­stant Bank­ing (*770#) is a USSD short code service that cur­rently al­lows Fi­delity Bank Cus­tomers per­form 14 types of trans­ac­tions/re­quests.

In­stant Bank­ing works only with the cus­tomer’s reg­is­tered phone num­ber with the bank.

“All the cus­tomer re­quires is any type of mo­bile phone and there is also no need to have data on the phone. This prod­uct from Fi­delity bank also has some ad­vanced se­cu­rity fea­tures like in­stant block­ing which en­ables cus­tomers to au­to­mat­i­cally dis­able the service from any phone by send­ing a short code if their phone gets miss­ing,” he added.

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