PSU banks fare poorly on customer service levels
    PSU banks fare poorly on customer service levels - Economic Times
    RBL Bank, Standard Chartered Bank, Yes Bank, Citibank and HSBC have emerged as the top five in terms of overall score.

    MUMBAI: Public sector banks have scored poorly when it comes to adherence to service standards in a survey by the Banking Codes and Standards Board of India (BCSBI).No public sector bank, barring IDBI, features among the top 10 in any of the five aspects of customer service surveyed.RBL Bank, Standard Chartered Bank, Yes Bank , Citibank and HSBC have emerged as the top five in terms of overall score.By promising adherence to the codes, banks spell out the minimum service standards customers can expect.The survey was conducted using five parameters — information dissemination, transparency, grievance redressal, customer centricity and customer feedback.Standard Chartered has scored the highest on customer centricity and customer feedback.IDBI is the only public sector bank among the 10 best in transparency, grievance redressal and customer feedback.While BCSBI has sought to increase awareness of service standards in banks through this survey, it has warned that it may not strictly reflect the overall quality of customer service in a lender as factors such as quality, knowledge and attitude of staff, cost of services, response time and efficient delivery of service, along with personalised handling of account, were not captured in the exercise.

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