Comments
Customer Complaint Management Lacking at Banks
Newest First  |  Oldest First  |  Threaded View
Kelly22
50%
50%
Kelly22,
User Rank: Author
12/16/2013 | 2:20:11 PM
re: Customer Complaint Management Lacking at Banks
You have a point there - banks probably allot more resources for customers who purchase advanced products and bring more business. However, it shouldn't take that much hassle to resolve issues with simple products. If I had to call my bank more than twice to fix a problem with my checking account, I'd be annoyed too.
Byurcan
50%
50%
Byurcan,
User Rank: Author
12/16/2013 | 1:24:46 PM
re: Customer Complaint Management Lacking at Banks
That is true, a lot more people have free checking than say, a Roth IRA, and thus there is bound to be more complaints. At the same time, customers who only have these "basic" products also tend to be the least valuable to banks, maybe institutions just put more resources to tending to their customers that have more complicated financial products?
Becca L
50%
50%
Becca L,
User Rank: Author
12/16/2013 | 6:41:38 AM
re: Customer Complaint Management Lacking at Banks
"The study also found that core banking products tend to frustrate customers the most." I wonder if that's just due to the frequency of use - as a hazard of high volume they are bound to attract more trouble and attention. Still, these are disappointing results that are in support of an earlier BS&T article on the slight uptick of customer satisfaction in the last year.


Register for Bank Systems & Technology Newsletters
White Papers
Current Issue
Bank Systems & Technology Oct. 14, 2014
Bank Systems & Technology's new Must Reads is a compendium of our best recent coverage of customer analytics. Learn what big data means for banks, meet Wells Fargo CDO Charles Thomas, find out how to connect with your Gen Y customers, and more.
Slideshows
Video
Bank Systems & Technology Radio
Archived Audio Interviews
Join Bank Systems & Technology Associate Editor Bryan Yurcan, and guests Karen Massey and Jerry Silva from IDC Financial Insights, for a conversation about the firm's 11th annual FinTech rankings.