Monthly Archives: October 2010

6th Annual Bank Benchmarking Index reveals marginal improvement in customer service

6th Annual Bank Benchmarking Index reveals marginal improvement in customer service despite the recession with RAKBank narrowly retaining the ‘Best Overall Bank’ award for the 5th consecutive year.

Ethos Consultancy has revealed the findings of its 6th Annual Bank Benchmarking Index for service excellence. This year’s study indicates a marginal increase in the overall performance of customer service in the retail banking industry, despite the financial recession and the banks’ added focus on debt recovery, reducing operational overheads to improve their profit margins.

This year’s overall performance result of 81.48% (based on 2009 weightings for distribution channels) maintains the positive trend experienced over the last five years, although the effect of the banks’ preoccupation with improving productivity is reflected in the trends with only eight banks actually improving their performance accounting for the overall positive result, and 11 losing ground in performance levels. The remaining banks either maintained their position or were new entrants to the survey this year.

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