Belize Bank Revolutionizes Customer Feedback
If you’ve been to any of the Belize Bank branches across the country and have sat with a customer service representative, you would have noticed a small touch screen device similar to a tablet on the desk in front of you. What’s that device for, you ask? Well, it’s the quickest and easiest way for you to share your suggestions, comments and complaints about the customer service you receive. It’s a modern and innovative means of collecting your feedback, doing away with the good old suggestion box. News Five’s Isani Cayetano visited the Matalon Branch and has our next report.
Isani Cayetano, Reporting
In banking, customer feedback is very important because the number of reviews bankers receive gives even more valuable data for the financial institution to work with. It also changes a potential customer’s perception about the bank and its services. At the Belize Bank, customer satisfaction is priority number one. To understand where improvements need to be made, a series of digital devices have been installed at branches across the country where customers can share in real-time the quality and efficiency of service they receive.
Filippo Alario
Filippo Alario, Executive Chairman, Belize Bank
“Well we are really excited about this particular initiative which is our real-time customer feedback. We have partnered with the MSR Group which is a well-known company in the US that specializes in this type of solutions. We have already deployed over sixty devices around the country and the feedback has been amazing, better than we expected. This is one of our initiatives that we are particularly very, very happy to engage in because it cuts through four of our objectives in our strategic plan which is business growth, human resources, customer experience and digitization.”
Customer feedback can provide valuable insights into the needs, preferences, and expectation of the customers, as well as the strengths and weaknesses of the bank’s products and services. It can also help to identify and resolve customer problems, complaints, and issues, which can increase customer retention and reduce churn. Filippo Alario is the Executive Chairman of the Belize Bank.
Filippo Alario
“What this platform does really allows to collect real-time information from clients regarding their customer experience. This gets to us immediately, it gets analyzed immediately and gives us the ability to be able to act swiftly and quickly, to know whether people are having good customer experience, bad customer experience at which branches, which tellers, which CSRs and what time of the day. The analytics tools behind the solutions are extremely powerful.”
In today’s fast-paced and digitally-driven world, customer feedback is invaluable for any business seeking to deliver top-notch services and products. Belize Bank recognizes the importance of listening to its customers and understanding their needs. This partnership with the MSR Group, a leading customer feedback and market research solutions provider, underscores its commitment to improving the customer experience.
Filippo Alario
“It also provides us a benchmark from where we can start to see trends, sort of like an index on day one. This is where we start today, are we providing better customer service? And there are many drivers that drive good customer service and many drivers that drive bad customer service and we want clients, and we encourage everyone to use these devices so that they can give us real, anonymous feedback and we can respond.”
Dr. Donald Beck, CEO of the MSR Group also commented on the collaboration, saying, quote, we are thrilled to partner with the Belize Bank to elevate their customer feedback processes. The combination of our technology and Belize Bank’s commitment to customer satisfaction will undoubtedly result in a more responsive and customer-centric financial institution, end quote. Isani Cayetano for News Five.
