Republic Bank launches 4th annual Customer Panel to shape banking experience

Republic Bank (Guyana) Limited yesterday launched its fourth annual Customer Panel which comprises of 50 persons from Anna Regina, Georgetown, and Berbice; facilitating  dialogue and direct feedback from a panel of diverse customers from across the bank’s network.

altSpeaking at the launch at the bank’s head office, New Market Street, Georgetown, Managing Director John Alves said that the bank has long recognised the importance of their customers’ views, opinions and suggestions in shaping the banking experience, and they are able to do so through this medium.

Voice of the customer
“This year we have again selected a group of customers that is representative of our wider customer base, and this group represents the voice of the customer,” he stated.
According to him, the duration of this panel is one year and there will be four meetings in each county.  The managing director also encouraged the panelists to come prepared to contribute by sharing their thoughts, opinions and suggestions during the discussions.
In addition to the customer panel, there is also a comment card, the listening post, their customer care page on their website, as well as the traditional medium of communication via email or telephone.
Open dialogue approach
Alves said that this open dialogue approach is paramount in their efforts to be the financial institution of choice for their customers, stockholder and staff.
“By interacting with you, we can better understand what is important to you; how you use our products and services, where gaps in our offers exist or even where we are doing well and obtain your ideas and suggestions for improving your banking experience,” he noted.
According to him, since the inception of the panel in 2010, the bank has interacted with over 120 customers of varied backgrounds and from all three counties, receiving favourable responses beyond their expectations.
He added that over the years the bank has achieved, through the customer panel, objectives such as the engagement in more focused customer education on the products and services they offer, working on closing gaps in their service delivery for heightened customer satisfaction and identifying steps to improve communication effectiveness.
Meanwhile, Alves expressed gratitude to the members of the 2012 customer panel for their commitment, participation and rich and diverse feedback that enabled the bank to meet the objectives of the panel.
This year’s panel consists of 15 persons each from Anna Regina and Berbice, and 20 persons from Georgetown.

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