Customers applaud bank for digitizing feedback system

23Jul 2020
Polycarp Machira
The Guardian
Customers applaud bank for digitizing feedback system

THE recently launched QR Code, customer feedback system by the CRDB Bank Plc has attracted many clients according to feedback received and suggestions made unlike during the old days when physical suggestion boxes were used.

CRDB officials assisting a customer (L) use the new QR Code to give feedback during the system’s launch in Dar es Salaam recently.

CRDB launched the  new digitized application that can be accessed via one's mobile phone, tablet or portable computers using QR Code and has already started working through a slogan, ‘Tunakusikiliza, tupe maoni,’ in Arusha, Dar es Salaam and Mwanza when it is already in operations.

Speaking in Dodoma earlier this week, CRDB’s Senior Manager for Customer Services and Channels Belinda Kivuyo said clients have responded well to the new technology. “The response is very good and the bank is working on all suggestions raised by the customers,” Kivuyo said, adding that it has proved more effective.

She was speaking during the launch of the digital customer feedback system in the capital saying digitization is aimed at improving services.  Kivuyo further noted that the old suggestion box system was hardly effective in making customers or clients feel that their demands were solved, or even reached the right desk.

However, she added that clients who do not have smart phones will continue using the old suggestion box system. The bank’s Senior Manager further assured customers that the new QR Code is effective and easy to use, in addition to giving on the spot feedback and acknowledgement.

CRDB’s Central Zone Manager, Chabu Mishwaro said through the digitised system, clients’ complaints will receive rapid response and solutions, adding that the system offers them opportunity to air their views without fear.

Mishwaro said through the new digital system, client’s complaints are received and worked on immediately unlike in the old suggestion boxes where it could take several days before they are worked on.

“The bank is revolutionizing customer feedback services by taking services right to the palms of their hands through digital applications,” she noted adding that the idea of treating all complaints at once, upon opening the box, lacked the tailor-made direct response to individuals who logged the complaints.

The outgoing Dodoma City Council Mayor, Davis Mwamfupe who attended the launching ceremony said the new QR Code will be helpful to the bank’s customers. He applauded that CRDB for the innovative ways of connecting with the clients. “It is therefore important that the bank explains all its services to clients so that in an event services are in contrary to the norms, they use the digital system to report,” Mwamfupe said.

One of the customers, Eva Mpagama said in the past they were forced to report to the bank whenever they had complaints and then subjected to fill forms then slot the papers into suggestion boxes without being sure if they would be read, leave alone being solved.

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