Effectiveness Ways of Customer Satisfaction Improvement for Private Banks

Customer satisfaction is one of the vital factor for development of banking. As banking is service sector, it has to deliver its services keeping the customers in mind in such a way that their satisfaction increases and thereby they can generate more business through satisfied customers. In an era of internet and awareness, expectations have increased considerably which require lot of attention and extra efforts. For that purpose prompt services have to be delivered with customization. Every customer has to be dealt in a unique way; for that purpose empathy is required among employees to understand the feelings and aspirations of the customer in right manner. In metro cities where the competition among private banks is very intensive, the need to maintain the customer base is a challenge. Few intervention studies have been made related to the development of AI chatbot and training of empathy to the employees. The impact of both these interventions has been measured on customer satisfaction and it was found that is has resulted into significant improvement.