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Shinsei Bank is taking various measures to collect a wide range of comments and feedback from our customers.
- Establishment of the Customer Advocacy Division (CSAD)
The Customer Advocacy Division was established to analyze the needs of our customers, and to provide a system through which we can actively improve operations and deliver the most suitable solution to our customers. Also located within CSAD is the Customer Service Division which handles all transaction-related matters from customers through all channels, including complaints, comments and suggestions.
CSAD is responsible for ensuring that internal operations are constantly reviewed and updated in order to provide the highest level of customer service possible, also oversees the process of customer complaint resolution in addition to managing requests from customers.
- Call Center
The Retail Banking Group established a Call Center (Shinsei PowerCall) to respond to customer enquiries via telephone 24-hours-a-day, seven-days-a-week. Customer comments and requests received via the Call Center are managed by CSAD.
System to Reflect Customer Feedback in Banking Operations
CSAD collects and analyzes all customer feedback, and reports the key findings to management. CSAD is also responsible for reporting the key findings and suggesting actions to related divisions to improve the overall process and management.
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