Shinhan Bank, Real-Time Mobile Survey on Customer Satisfaction
[Asia Economy Reporter Kwon Haeyoung] Shinhan Bank announced on the 7th that it has established the first real-time mobile survey system in the banking sector and will conduct a 'Good Service Experience Survey' targeting all customers who conducted transactions at its branches.
This survey is a method in which Shinhan Bank sends a mobile survey via KakaoTalk within 2 hours to all customers who completed their transactions at branch counters, allowing customers to share their counter service experience with the bank. Customers respond to the statement, "I experienced sufficiently satisfactory good service at Branch A." Through open-ended responses, customers can send real-time praise messages to employees.
To practice customer-centric service, Shinhan Bank defined its unique service that satisfies both customers and employees as Good Service and reorganized the existing Customer Satisfaction Center into the Good Service Department. To move away from sample telephone surveys targeting only some customers who completed branch transactions and to listen to and reflect all customers' opinions in real time, the bank decided to implement the Good Service Experience Survey.
Shinhan Bank plans to completely abolish uniform employee evaluations based on customer satisfaction and create a positive virtuous communication cycle where employees feel pride and fulfillment in their work through praise communication with customers who experienced Good Service, thereby providing even better service to customers again.
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A Shinhan Bank official said, "We have implemented this new customer experience survey to establish a pleasant new service culture shared by both customers and employees," adding, "We will comprehensively analyze experience information from all transaction customers across online and offline channels to provide upgraded customized services and differentiated customer experiences."
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