Manju Srivatsa, president, retail banking, at Axis Bank, spoke to Hindustan Times on the bank’s focus on customer satisfaction and how it plans to improve going forward.
Axis Bank has been ranked India’s best bank. How did you achieve this?
Traditionally, Axis Bank has been very strongly focused on customer satisfaction. We have maintained a high level of trust, service delivery and transparency. We also take feedback from customers and take action based on the feedback received. Our customers recognise that and whenever we see a scope for improvement we try to address it.
ATMs have emerged as the main touch point with customers. Your bank is ranked No. 5. How do you plan to improve this?
ATMs are a very strong point of service delivery and we will focus more on them. Our entire business model is to support all our branches with ATMs.
There is an inconsistency in the satisfaction levels of customers geographically. Why?
We are standardised in our service delivery procedures. But because customer satisfaction is a lot about the overall experience at the bank, we will definitely address that.