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RBI to conduct customer satisfaction survey on bank mergers

RBI to conduct customer satisfaction survey on bank mergers
Image Source : FILE PHOTO/ PTI

RBI to conduct customer satisfaction survey on bank mergers

The Reserve Bank of India (RBI) has determined to conduct a customer satisfaction survey to discover out the impression of the current mergers of state-owned banks on banking providers being availed by people. Among different issues, the respondents might be requested whether or not the merger was optimistic from the purpose of customer providers. The selection earlier than the customer might be to tick one of many following choices — strongly agree; agree; impartial; disagree; or strongly disagree.

The proposed survey will cowl a complete of 20,000 respondents from 21 states, together with Uttar Pradesh, Maharashtra, West Bengal, Tamil Nadu, Bihar, Karnataka, Madhya Pradesh, and Gujarat. In all, there might be 22 questions.

Of the 22, a set of 4 questions has been drafted individually for assessing customer service and grievance redress points of consumers of branches of banks which have been merged with different banks within the 12 months 2019 and 2020.

Among public sector banks, Dena Bank and Vijaya Bank have been merged with Bank of Baroda; Oriental Bank of Commerce and United Bank of India with Punjab National Bank; Syndicate Bank with Canara Bank; Allahabad Bank with Indian Bank; Andhra Bank and Corporation Bank with Union Bank of India. Also, Lakshmi Vilas Bank was merged with DBS Bank.

The questions associated to mergers are: ‘I didn’t face any drawback in availing providers after the merger’; ‘I confronted issues within the following product(s)/service(s)/space(s)’; and ‘The nature of drawback I confronted within the product(s)/service(s)/space(s)’.

The contributors can even be requested: “overall, the merger has been positive from customer service perspective”; and choices towards this are ‘strongly agree’; ‘agree’; ‘impartial’; ‘disagree’; and ‘strongly disagree’.

While inviting quotations for conducting the ‘Bank Customers’ Satisfaction Survey’ from survey businesses, the central bank mentioned the authorized vendor might be required to conduct interview over telephone with recording of consumers of bank branches falling in recognized states.

The RBI will present the contact variety of the shoppers of bank branches chosen from the 21 states. The chosen  company may have to full the survey work and submit the report to the RBI by June 22, 2021.

Request for quotations (RFQ) doc mentioned the questions have been framed to seize the customer’s expertise and notion of the grievance redress mechanism of his/her bank. It can also be for consciousness concerning the grievance redressal mechanism of the bank and the banking ombudsman. 

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