Aidar Zubairov
Association of credit and finance organizations of the Republic of Bashkortostan, Member of Council
Let’s start from simple truth, which is: - the client votes with his/her wallet. Even slight deviations in quality characteristics upon both sides of product line: offices, speed, system of servicing – automatically call forth such voting.
I completely share Garegin Tosunyan’s following clear-cut statement: - “Quality – that’s a standard. A standardized product can be easily forwarded to conveyer line, which on the one hand cuts down the costs and on the other hand increases the quality provided for the customer”.
Quality indicators are not quite few but almost all of them were described in the standards of which I have already mentioned above. At present some 18 standards are adopted which describe different spheres of activities in the field of provision of qualified banking services. Implementation of those enables creation of unified regulations for the operations of banks that could be different in their specialization or scale of activities, which promote support for fair competition, new product offers as well as rise of the servicing level of banking system on the whole.
The versatility of the adoption of the quality standards which also successfully work for the industrial sector, the sphere of trade and services all over the world, enables to solve a wide spectrum of multi-faceted tasks beginning with customer support management up to say improvement of organization of different types of risks management. An important advantage is the fact that already at early stages of adoption of a particular standard the perceptible result becomes visible.
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Alla Tsitovich
Uniastrum Bank, Adviser to Chairperson of Governing body of business
Currently in Russia a unified system of indicators is not yet established. A quite productive methodology for definition of quality of provided services – the NPS survey tool (Net Promoter Score) is in use instead. This methodology verifies the portion of a bank’s customers who will be ready to recommend that particular bank to their friends and acquaintances. Those banks which have put in use the NPS methodology, link their personnel motivation indicative system with the achievement and holding of a definite NPS level (as a rule the NPS indicator holds above 60%).
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Alla Soldatova
Eastern Express bank, Director for quality and service
As it is accepted in the rest of the world practice the banks first of all evaluate their efficiency based on objective indicators: increase of clientele basis, percentage of portfolio outflow in a particular period, etc. Besides the above mentioned indicators the survey data obtained from customers are also used: on their satisfaction level from the bank in whole and from its particular services; the loyalty of the customer: - whether he/she is ready to recommend or buy repeatedly?
As for the level of complaints about bank’s services, it could be quite interesting but yet it is not a straightforward indicator. The practical overview shows that customers of rather “qualified” banks submit their complaints quite actively just for the fact that they usually have an overestimated expectation from their credit organization. Meanwhile the customers of small-sized banks and micro-financing organizations which offer high interest rates, on the other hand, may display higher satisfaction level and lenience.
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