SBI’s complaint redressal service ‘SMS “Unhappy”’ received 24,000 complaints from the customers in one year since it was launched in Hyderabad Circle in December last year. About 97 per cent of them have been redressed, according to Shri Shiva Kumar, DMD, SBI. Speaking on the occasion of first anniversary of the service, Shri Shiva Kumar said it was a major contributor to SBI being rated No.1 in customer satisfaction in Hyderabad in a survey conducted recently. The ‘SMS “Unhappy”’ initiative was launched to improve service standard by attending to the complaints promptly. This is also a paper-less effort as the complaint is handled by sms, phone and internet only. He said 62 per cent of the complaints were resolved by the bank within 48 hours. ‘This has also won the e-India 2010 Award under ‘ICT-enabled PSU of the year category’, he said.
Source : Business Statndard 131210