Sunday, June 29, 2014

Make Customer Service Ratio as Part of RBI's evaluation of banks.

Like Capital adequacy ratio, there should be a ratio to analyse and  assess the level of service rendered by banks to customers based on certain parameters and this should form part of evaluation of banks by the Reserve Bank of India. Though the banks whether they are in the public or private sector  try to comply with all the regulatory requirements in adhering to KYC norms, the fact remains that bank officials do not appear to be sensitised to understand the customers and provide the service.needed by them.They are more concerned witth  the documents and not worried about the Customers, their requirements and banks own business perspective.  All are treated like cheats and rogues even if they are with the banks for decades and no irregularities have been observed in any manner in the conduct of their accounts. One has to literally fight with the officials on the rationale of transactions and even then they fail to carry out the transaction despite the customers agreement to the effect that  they are prepared to bear the risk if any and their deposits are with the banks with a general lien. Unfortunately some of the private secctor banks' staff are not even aware of the existene of an Ombudsman or a Regulator in the name of RBI and many times they express their ignorance by saying with all innocence that they have not seen such a bank in their vicinity. Whom to blame the banking Ombudsman, or the RBI or the Banks or the Customers? Pathetic state of affairs.

Dr.T.V.Gopalakrishnan

(A modified version of this comment is given to BS in response to an Article on BCBI to put customer srvc ratings of banks in public domain)

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