| Results
of the Markinor Survey into Banking Services Press Statement Issued by the Ombudsman for Banking Services The results of the Markinor survey upon which the Ombudsman for Banking Services' annual awards were based are now available on this web site. Click here for the survey (requires Microsoft PowerPoint). As the awards are in recognition of going the extra mile, only the "top two boxes"* (very good and excellent) are taken into consideration. The cumulative scores of the participating banks on this basis in the three main components were: complaint handling process: 21%; complaint resolution: 25% and the contact person: 43% respectively. The overall complaint experience was rated at 19% in the top two boxes. Perhaps surprisingly, in light of the frequently expressed views on bank services, on the question, "overall quality of service received before the complaint", the banks rated 68% in the boxes "good, very good and excellent. They were rated fair and poor by a further 31%. Customers were asked how the complaint handling procedures could be improved upon. The most popular recommendation was that more feedback be given (14%), followed by "put customer in touch with the right person/have only one contact person" (9). Another 9% wanted better trained staff. Bank staff members fared poorly in a number of areas. Customers felt that staff members were poor or only fair in making them feel a valued customer (41%); taking ownership of the problem (40%) and dealing sincerely with the complaint (36%). The participating banks should be concerned by the indicators of loyalty: other offers would be considered by 58% of respondents and 51% were searching for alternatives. It is disappointing that only 17% of respondent claimed to have been informed of the Code of Banking Practice by their bank and 88% of them had not been informed of the process for referring their complaints to the OBS. * The Markinor scale
of rating consists of five " boxes". From lowest to highest
they are: poor, fair, good, very good and excellent. |