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5 % a t th e A T M . N o w b ra n ch tra n sa ctio n s a re d o w n to 1 5 % , A
e te llin g u s th e y w a n t to ch a n g e . If th e ir b a n k d o e sn 't ch a n g
ATM downtime
% of complaints pertaining to attitude
New innovation in ATM
System down time
Wrong debit –correction
Card grievances redressal
THE OTHER TWO STEPS…
Monitoring
feedback
E A S U R IN G S E R V IC E Q U A LIT Y IN C O M P LA IN T S O F C U S T O M E R
Guidelines that could
help a bank devise
appropriate standards