Taipei Fubon Bank
Creating a Service ManagementMechanism, Diverse Service Channels
Taipei Fubon Bank puts a real premium on service quality. It has set specific performance metrics to monitor the quality of service on a monthly basis and uses several methods to hear the opinions of customers and understand how they view the bank, feedback that informs the direction of subsequent improvements in service quality.
On the Spot/Annual Satisfaction Surveys
These surveys track and gauge changes incustomer satisfaction and loyalty and servean important reference in managing thebrand.
Every survey incorporates personal finance key performance indicators to monitor, and those metrics are reviewed every month by a service quality committee. The committee uses this real-time customer feedback to regularly assess and monitor the bank’s service standards.
VOC(Voice of Customers) Meetings
Senior executives convene monthly inter-departmental meetings to review suggestions made by customers and use them to adjust and improve the bank’s systems, processes and products.
Building Mystery Shopper Teams toMonitor Point of Contact Quality
Building Mystery Shopper Teams toMonitor Point of Contact Quality To elevate its quality of service, Taipei FubonBank initiated an internal “mystery shopper”auditing mechanism. In 2013, it beganestablishing and training specialized in-housemystery shopper teams through which thebank can get a feel for the standard of serviceat each point of contact. The informationcollected forms the basis for improving andmanaging point-of-contact service and ensurethat it remains at a consistently high level.
To enhance the abilities of its mystery shopperteams, Taipei Fubon Bank commissioned anoutside consulting firm to organize trainingcourses for team members, and 45 Fubonemployees, who performed a total of 200inspections in 2014,
Segmenting Institutional Clients to BetterMeet Their Needs
The institutional banking division segmentsclients based on their operating scale andbusiness type to deepen its relationships withthem and better cater to their needs. Relationship manager are created for eachaccount to manage the client relationship andprovide the appropriate financial services,supported by product specialists who offertimely and professional service. Many productfunctions, including those on Fubon’srenminbiservices platform and Fubon BusinessOnline, have been strengthened to providemore convenience and cross-regional cashmanagement services, helping better meetclients’ financial needs.
- In order to improve telephone manner and over the counter service, etiquette coursesled by specialized lecturer are arrangedannually.
- To enhance operational efficiency, Fubonset up service-level agreement (SLA) tomonitor transaction processing time. Over alldomestic SLA achieve ratio was around 94%in SLA time frames.
- Customer satisfaction surveys are conductedannually via email to give customers achance to express their opinions and helpthe bank ascertain their degree of servicelevel.
The survey’s results were as follows in 2013 and 2014:BACK