The Bank of Bhutan (BoB) installed Customer Feedback Terminals at two of its largest branches, 30 terminals in Phuentsholing and 70 in Thimphu on April 28. The feedback terminals will enable customers to provide instant feedback on the service provided at these branches. The introduction of this facility is an attempt to enhance the customer experience.
The Customer Feedback Terminal is a device provided at all customer-facing counters with options to select varying levels of satisfaction. A customer can select the level of satisfaction on the service received after completing their transaction.
The reports received from the Customer Feedback Terminals will be generated at periodic intervals and will be used as a monitoring tool to access the performance of the employees and help the bank in identifying employees who might need training to improve customer service.
BoB CEO, Pema N Nadik, said that using the Customer Feedback device, the Bank would get more direct feedbacks from the customers at the two main branches than by using other survey methods. “The stand-alone system is a fast and user-friendly format to interact with customers and also removes the barrier for giving direct feedback,” he said.