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What is the function of the service quality department in the banking industry?
Wiki User
∙ 13y ago
The service quality department in a bank serves as a the service maintenance and improvement team in the bank. This means, the department will run regular maintenance activities / programmes in order to keep the current level of service quality. Also, the team will strive to continually improve the service level by introducing new and competitive service quality approaches to the company. In order to be able to create new service benchmarks, the department must perform market research on current customer service requirements and preference. This could be done through market intelligence (mystery shopper, to study the competitor and its current service standards) or through studies of consumer behaviour. Therefore, the service quality department, in essence, 1) maintains service quality, 2) conducts regular market research on service quality in the industry, 3) comes up with service improvement programmes, 4) and ensures that these programmes are effective towards contributing to the bottom line.
Wiki User
∙ 13y ago
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