A personalised self-service feedback system on its flagship instant banking product *770# to ensure efficient service delivery has been introduced by Fidelity Bank Plc.
The bank in a statement issued in Lagos over the weekend said the initiative was the first of its kind in the Nigerian banking industry aimed at taking customer service to the next level.
It stated: “This pioneering initiative, which is the first of its kind in the Nigerian banking industry, will take customer service a notch higher.”
It said the initiative would enable customers to rate the quality of their experience using the product.
It said: “When a customer completes select transactions using Instant Banking (*770#), the feedback system prompts the customer to rate the quality of their experience using the product.
“Customers who participate in this optional feedback rating also automatically qualify for exciting monthly rewards.
“This initiative gives the bank real-time insights on the product’s performance and ensures that our Instant Banking Product (*770#) is continuously improved to give our customers the best possible experience.”
The statement added that the initiative reinforces its drive to use digitisation and analytics to get deeper insights about customers.
The bank said the initiative also ultimately improves the customer experience across its channels.
The statement added that the bank would be extending this innovative feedback rating system to other transaction channels very soon.
The Instant Banking (*770#) is a USSD short code service that presently allows Fidelity Bank customers perform 14 types of transactions/requests.
It works only with the customer’s registered phone number with the bank with any type of mobile phone and requires no data.
It also has some advanced security features like instant blocking which enables customers to automatically disable the service from any phone by sending a short code if their phone gets missing.
Credit: theeagleonline.com.ng
