Spns Consulting, one the leading business transformation firms in the country has released a industry report on service quality monitoring which shows that staff of most banks do not have detailed knowledge of the product and services they offer.
In the last quarter of 2012, Spns Consulting kicked off a Service Quality Monitoring of the nation’s banking industry where some of the nation’s banks were examined in the first phase of the project and the report of the phase of the project was revealing, Debo Adebayo, chief executive officer, has said.
Apart from product knowledge gap, the report also indicated that marketing teams of the banks do not follow up on prospects.
“The industry standard is that there should be a follow up call to the customer within 24 hours of a visit to the bank. Apart from that there should also be an exchange of contact information by the time the prospect is living, you request for the call card. We found out that most of the bank branches do not follow up these prospects,” said Deji Omonaiye, head, project implementation.
Speaking with Journalists shortly after a courtesy call to one of the banks in Lagos, Adebayo said the essence of the visit is tied to some of the lined up activities for the firm’s 10th year anniversary.
He said, “By the grace of God we are ten years this year and we have decided to go industry analysis as a consulting practice and we have also decided to push around the outcome of industry research to the concerned institutions or organisation.”