Udayavni Special

RBI to conduct customer satisfaction survey on bank mergers


PTI, Apr 26, 2021, 5:01 PM IST

Mumbai: The Reserve Bank of India (RBI) has decided to conduct a customer satisfaction survey to find out the impact of the recent mergers of state-owned banks on banking services being availed by individuals.

Among other things, the respondents will be asked whether the merger was positive from the point of customer service. The choice before the customer will be to tick one of the following options — strongly agree; agree; neutral; disagree; or strongly disagree.

The proposed survey will cover a total of 20,000 respondents from 21 states, including Uttar Pradesh, Maharashtra, West Bengal, Tamil Nadu, Bihar, Karnataka, Madhya Pradesh, and Gujarat. In all, there will be 22 questions.

Of the 22, a set of four questions has been drafted separately for assessing customer service and grievance redress issues of customers of branches of banks that have been merged with other banks in the year 2019 and 2020.

Among public sector banks, Dena Bank and Vijaya Bank were merged with Bank of Baroda; Oriental Bank of Commerce and United Bank of India with Punjab National Bank; Syndicate Bank with Canara Bank; Allahabad Bank with Indian Bank; Andhra Bank and Corporation Bank with Union Bank of India.

Also, Lakshmi Vilas Bank was merged with DBS Bank.

The questions related to mergers are: ”I did not face any problem in availing services after the merger”; ”I faced problems in the following product(s)/service(s)/area(s)”; and ”The nature of problem I faced in the product(s)/service(s)/area(s)”.

The participants will also be asked: “Overall, the merger has been positive from customer service perspective”; and options against this are ”strongly agree”; ”agree”; ”neutral”; ”disagree”; and ”strongly disagree”.

While inviting quotations for conducting the ”Bank Customers” Satisfaction Survey” from survey agencies, the central bank said the approved vendor will be required to conduct the interview over the phone with a recording of customers of bank branches falling in identified states.

The RBI will provide the contact number of the customers of bank branches selected from the 21 states. The selected agency will have to complete the survey work and submit the report to the RBI by June 22, 2021.

Request for quotations (RFQ) document said the questions have been framed to capture the customer’s experience and perception of the grievance redress mechanism of his/her bank. It is also for awareness about the grievance redressal mechanism of the bank and the banking ombudsman.

Udayavani is now on Telegram. Click here to join our channel and stay updated with the latest news.

Top News

Inter-state gang kingpin arrested 

Hospital bed scam: Searches at Bengaluru corporation COVID war rooms

We are staunch proponent of freedom of media to report court proceedings: SC

Mangaluru: Vehicles violating COVID norms seized

Air Marshal PM Ramachandran no more

Release funds to pay arrears to farmers under PM-KISAN scheme: Mamata to PM

‘Lockdown must be extended for 2 more weeks in Karnataka’


Related Articles More

Bengaluru slips 4 spots to rank 40th globally in price rise of luxury homes: Report

Covid-19 resurgence bringing renewed challenges for India; GDP growth seen at 9.5%: Fitch

LIC to have five working days starting from May 10

CCI orders probe against Tata Motors for alleged abuse of market dominance

Petrol price hiked by 25 paise, diesel by 30 paise

MUST WATCH

DK Shivakumar slams State BJP govt, alleges corruption is the only agenda of the this govt

Jr. NTR request all Kannada people in Kannada

DK Shivakumar has hits out at Bengaluru South MP Tejasvi Surya for raiding BBMP war room

Udayavani 6 -May -2021 News Bulletin

West Bengal: Union Minister V Muraleedharan’s car attacked by locals

Latest Additions

Inter-state gang kingpin arrested 

Hospital bed scam: Searches at Bengaluru corporation COVID war rooms

We are staunch proponent of freedom of media to report court proceedings: SC

Mangaluru: Vehicles violating COVID norms seized

Air Marshal PM Ramachandran no more

Thanks for visiting Udayavani

You seem to have an Ad Blocker on.
To continue reading, please turn it off or whitelist Udayavani.