Less Than Half of People Satisfied Having Complained to Banks
2011 February 22 -- CRM Online could be required by banks across the UK after a new survey found that fewer than half of customers are happy with the response they receive to a complaint.
Consumer Focus found that only nine per cent of people take their grievance with the Financial Ombudsman Service after complaining to their bank, while less than one in three pursue the complaint with the original target.
The watchdog also found that 1.25 million complaints were made to banks in the first six months of 2010, suggesting that CRM Online could help them deal with queries efficiently.
Oliver Morgans, financial services expert at Consumer Focus, said that the figures do not reflect well on banks and that they must do more to improve customer service. "Decent customer service is a necessary part of a healthy market and a successful company. The evidence suggests banks are currently falling a long way short," he said.
CRM Online features real-time dashboards to help easily monitor performance of sales and marketing.
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