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Enhancing Customer Satisfaction at DBS: Insights from Week 2 Survey

This summary highlights the objectives and findings from the second week of surveys conducted by the DBS team to assess customer satisfaction with their 24-hour hotline services. With DBS being the largest full-service bank in Singapore and having a vast network across Southeast Asia, understanding customer expectations is crucial. The survey focused on service officer attributes, waiting times, and collected valuable feedback to enhance service delivery. Key performance indicators and personal learning experiences from handling diverse customer interactions are discussed, alongside recommendations for improvement.

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Enhancing Customer Satisfaction at DBS: Insights from Week 2 Survey

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  1. Sharing SessionWeek 2 DBS Team ~Aidah~ ~Celina~ ~Daniel~ ~Hamza~ ~Puay Ngee~ ~Shiyun~ ~Yoke Huey~

  2. A full service bank The largest network of branches in Singapore, with banking presence in Thailand, Hong Kong, Indonesia and Philippines. DBS has dominant market shares with access to over 4 million customers. DBS’s Company Background www.dbs.com

  3. Objective of Survey Understand Customer’s Satisfaction level on DBS’S 24 hours hotline services. -Summary of the Survey Asked- • Attributes of Customer Services Officer • Customer’s expectation on waiting line to speak to a customer services officer • Gather feed back

  4. Categories of Customer

  5. Project Flow New database given every week Call customers from the database Fill in the survey form and update the customer’s number in the database if needed Randomly pick out 30 surveys to play back the calls to double check Analysis Report Fill in an Escalation Report if required Key in the survey datas in SPSS at the end of the week Fill in the Daily Agent Report according to the Call Tally Sheet Take down the number of calls on the Call Tally sheet for every call made

  6. Key Performance Indicator

  7. Learning Experience • How to handle different types of customers • Phone Etiquette • Use of Formal Language • How to control our mood • Deliver what we promise (eg. Calling back to your customer at the promised time)

  8. Special Issues/Challenges • Have to put up with customers’ complaints and handle angry customers • Have to put up a positive upfront whenever we call and not let our personal matters affect us. • Have to reach the key performance indicator given the limited number of customers’ contacts

  9. Special Issues/Challenges • Some customers complain without completing the survey • Some customers beat around the bush and in the end, they do not know the purpose of our call. • Have to accommodate non-English speaking customers.

  10. Recommendation • Less repeat records to avoid annoying our customers • Replace manual call tally record with a automated one • Have group activities so as to nurture bonds among the colleagues in Call Centre

  11. Conversation By Hamza 16 March 2005

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