Four lines of fast service satisfaction Bottom

Over 1/3 residents have bank transfer demand, shunt work is not in place. Rapid satisfaction increased by only 1.54 points in recent years, the bank has made a lot of efforts in the rapid, from the lobby manager to divert customers, reduce the number of waiting, to streamline the process to shorten business processing time; from providing seats, televisions, Magazine to shorten the customer's psychological waiting time, to implement small account fees to reduce waste of resources ... But the results of the survey showed that users did not seem to "appreciate", from 2006 to 2008, the user's satisfaction with the speed of the bank only increased by 1.54 points. Four state-owned joint-stock banks occupy the bottom four of fast satisfaction.　　The final ranking of ICBC, its user satisfaction level behind the ranks of the first Industrial Bank 8.4 points. Experts interpret MO let resources become a burden 0 Points Research Advisory Group strategy director Zhao Yu has a long history, "home" rich state-owned four joint-stock banks with the rise of the small and medium-sized joint-stock banks and in recent years, compared to the influx of foreign banks, has an unusual user group advantage, However, the number of users will inevitably bring about the dispersion of human and material resources, resulting in the user queuing, the quality of personnel services decline and so on.　　The user shut out is not very reliable, lifting the teller's business processing speed also always have a cap, and Shanfanjiujian, optimize the business process is to improve the position of network queuing, enhance the user's rapid satisfaction with a good idea. Imagine if the customer had been in line for more than 10 minutes or even dozens of minutes after the team also in front of the window to wait for the teller slow to put down, open the lock, but also on a different list over and over to sign their name, ID number, I am afraid no temper customers will be impatient, dissatisfied. At this moment, the speed of the teller and simple and convenient processing process can make up for the user waiting for a slightly longer time to bring psychological disgust.　　State-owned four lines may wish to learn Pufa, Societe Generale, Huaxia, investment and other small and medium-sized joint-stock banks, in the optimization process more efforts, do not let the valuable user resources into a heavy service burden. Less than half of the new channel replacement rate of transfer business The current bank's new channel to the traditional counter service diversion work has made great progress, in addition to the transfer of three types of residents often do business new channel replacement rate has reached more than 55%, transfer, loan repayment of the business diversion is not in place, especially the transfer business of the counter service pressure is very large, more than 1　　/3 The residents have to transfer demand, but the new channel to its replacement rate is obviously insufficient, need to improve. The survey found that account inquiries, transaction inquiries, transfer and payment are the most common residents of the four business, its demand ratio has been more than 30%, of which the account inquiries business demand up to 83.3%. This kind of business frequently handles the network service to bring the huge pressure, and afore-mentioned business all belongs to the inquiry and the Settlement Class business, should be the net point diversion main thrust direction. However, from the current situation of business diversion, only the account inquiries, transaction inquiries and fee-splitting work has made great progress, but the transfer of new channels business replacement rate is less than half. Visible, really achieve dot decompression, still need to pushThe operation of moving transfer business. As the age increases, the proportion of customers using new channels is decreasing: Among the 18-32-year-olds, the proportion of new channels used for transfer is 44.6%, which is more than 41-60 of the 36.2% and 27.6%-year-olds of the 30-44-year-old group.　　Higher education groups to the new channel to deal with the transfer of higher acceptance, the university undergraduate and above the group used new channels for transfer of the proportion of nearly 50%, high school and the following customers through the new channel to replace the traditional counter transfer ratio of only about 30%. Using experiential marketing to cultivate users 0 points Research Consulting Group Finance industry research director Zhangpeng in order to quickly alleviate the service pressure of bank outlets, it is necessary to continue the diversion marketing work of the residents ' regular business, so the diversion of the transfer business is urgent. However, in order to reduce the use of new channels to deal with the transfer business of the elderly, low academic groups, they worry about the new channel is unsafe, too complex operation or wrong operation can not recover the loss, but more accustomed to in person to the business outlets for transfer business. The bank should further subdivide the group, recommend to them more user-friendly, more secure transfer channels, for example, for college and above education of the main online bank, and for the high school and the following education group, recommend the use of telephone bank for transfer; in contrast, self-service banks are not suitable for this group,　　Because the channel can not confirm the user name into the account, once into the account input error will be difficult to recover the loss, and some bank self-help facilities in the inter-bank transfer business there are many obstacles.　　At the same time, in order to reduce the group's operational barriers to new channels, recommended the application of "experiential marketing", that is, network staff in recommending new channels, can lead customers to experience the operation of the network of "Silver Demo terminal", "Telephone banking terminal", in order to make customers more relaxed and comprehensive understanding and use of new channels, to arouse the use of customers desire. Customer complaints to external channels in recent years, the domestic banking industry has been introducing new products and channels. The survey shows that banks are constantly meeting customers ' business needs while failing to meet their customers ' needs in time.　　Bank Customer Value Guarantee service satisfaction continued to linger for three years (about 71 points). In addition, bank customer complaints surged in 2008, at a rate of 2.9%, up 1.3% from 2007. By the internal complaint channel is not smooth, the effect of the complaint resolution is too large, the customer has the tendency to turn to the outside channel complaint,　　In 2008, the proportion of customer complaints outside the bank increased by 2.4% compared with last year, but the level of external complaints satisfaction is not optimistic, and its channel patency and settlement effect are lower than the internal complaints level of about 1 points. Accountability after the event, 0 points. Research Advisory Group Financial Industry research director Zhangpeng from the customer's interests, external complaints are not conducive to a more direct, faster solution to practical problems, whether the banking regulator or the public media and other external agencies, will not directly intervene in the bank and customer disputes, Even more powerless to adjudicate bank complaint handling isWhether it is reasonable or ordered to satisfy the complainant's request, especially the bank can not instruct the banks to make compensation to the complainants, can only urge the bank to quickly resolve customer complaints. In the case of internal and external complaints are not effective, it is bound to trigger more hidden complaints, for example, customers will be dissatisfied with the bank and its products distributed in the mass media, the bank's brand image, customer satisfaction and loyalty has caused a huge negative impact.　　Therefore, the banks should not only attach importance to customer complaints from the point of view, but also raise the level of satisfaction of complaint handling and enhance public trust in the bank from the perspective of the normative and continuous improvement of the service level. Banks can stand at the customer's point of view, to clarify the pros and cons of internal and external complaints to customers, recommend customers once encountered problems should be preferred bank internal channel complaints; On the other hand, the bank itself should strengthen the construction of customer complaints processing mechanism, such as from the open a number of internal complaints channels, standardize complaints procedures, do a good job tracking evaluation, mining complaints To customer complaints as a promotional opportunity to do a good job of bank complaints handling PR work. Morning News reporter Wang Juan