Customer Experience
"We don't really care about you!"
When your bank calls you not to fix the problem but to ask you to change your NPS score.
It was supposed to be a regular post, but it grew too big.
Yesterday I had a really bad experience with my bank. It all started with the fact that it was impossible to issue a new debit card online. OK... calling the call center. Well, it is possible with a 200 CZK fee on the phone but for free at the branch. No problem, a 150-meter walk will not kill me, and I have another thing to solve there — open an account for my daughter.
But in the branch — surprise! "Some systems" are not working. And they are sorry but it is impossible to serve us. OK.
Just after I'm back home, an email arrives with a questionnaire: "How was your experience with your latest visit to the branch?"
The actual NPS survey email. Timing is everything.
What is my answer? Extremely unhappy = 1 point out of 10.
And today I have a call from the bank. I would expect them to say they are sorry and ask how they can do better?
NO WAY!
Nice lady explained: "This can happen to ANY bank! Can you please change the score?"
My arguments that the questionnaire was to give a score for this exact visit, which was a total disaster, didn't work.
Does the bank try to listen to my problems? No — none of the problems I raised during the call were even recorded.
Does the bank care about my problem? No — only about their KPI.
Conclusion? "Traditional banking" is going to die.
Looking for a new bank for me and my family now.
Komerční banka — I still believe you can do better than that :)
BTW — I can help with digital transformation. Every bank can be oriented to customer needs, you just have to transform it. That's what I do.