HFC Bank has officially launched an innovative digital Customer Feedback System at its Adjringanor Branch today as part of the Bank’s commemoration of the World Customer Service Day.

A member of Republic Financial Holdings Limited (RFHL) of Trinidad and Tobago says the feedback devices are intended to allow customers to rate services of a branch; while providing instant feedback to management during their visits.

Speaking at the Launch, Mr. Robert Le Hunte, Managing Director of HFC Bank, emphasized the Bank’s commitment to excellent customer service and delivery. He indicated that Customer focus is one of the core values of the Bank.

“This area is given high priority as we recognize that if we do not get this area right, we cannot and would not achieve our strategy of becoming one of the top tiered banks in Ghana by 2018” he highlighted.

The Bank, he added that has now placed a scientific base instrument that allows customers to rate the service of the Bank from all the focal points of The Bank’s operations.

According to the Managing Director, Customer of the Bank now has the capabilities of influencing the changes that will be needed to improve our service delivery to you.

The devices, which are available at 19 branches nationwide, provide an opportunity for customers to answer questions with 6 possible responses, ranging from poor to excellent.

Each question takes on average of 2 to 3 seconds to respond to, after which feedback is sent directly to management. Responses given by customers are anonymous.

The Feedback System is expected to give valuable insight into customer satisfaction from the point of experience where it counts the most and will provide the Bank with informed data for Branch Service ratings.

The Customer Feedback System is expected to provide the Bank with cutting edge information on the service delivery generated by the customer.

The reports will then be properly assessed and analysed daily by the management of the Bank and will be the source tool for making the necessary changes to the Bank’s customer service delivery.

The ceremony was attended by the Hungarian Ambassador to Ghana, Andras Szabo, Reverend Kennedy Okosun, the Chairman of KRIF Ghana and some key clients of the Bank.