Bank Branches: How to Improve Customer Experience in Banking

    Mar 04 2019

    Topics: Bank Branch Service Solutions

    Bank branches have had it rough in the last few years. A declining number of Canadians depend on their branches to conduct the majority of their banking today, and the number keeps getting smaller. Online and mobile banking have been major factors in the change. More people can now do their banking from the comfort of their own home or even while they’re on the go.

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    Nonetheless, the bank branch experience is still important. There are Canadians who still use the branch for almost every transaction, and many more say the bank branch is vital to receiving good customer service. Customers are likely to visit branches when they’re having issues, so you need to be ready to provide top-of-the-line customer service.

    With pressure to provide better service on an ever-smaller budget, bank branches need to get creative when it comes to continually improving the customer experience in banking. Here are a few tips and tricks you can try.


    1. One Idea for How to Improve Customer Experience in Banking Is to Shift Your Focus

    Most of today’s customers go to their branches today when they have an issue. Maybe the mobile app is down or maybe something went wrong during a transaction. Three in five people said they prefer a bank branch to a call centre for problem resolution.

    The focus of your bank branch service needs to be solving customer problems. Many bank tellers still focus on the sales pitch approach. Even in sales, this approach is losing its appeal. Instead, have your employees deliver better service by teaching them to collaborate with the customer to solve problems.


    2. Ensure Seamless Integration of Branch and App

    Since more Canadians use mobile banking apps, it’s imperative for bank branches to integrate their services. Your systems should work seamlessly with the customer’s mobile app. When the customer comes in, you need accurate information. The app should have the most up-to-date information when the customer leaves.

    If you’ve been using outdated technology, it may be time to upgrade. This is a major step in how to improve customer experience in banking.


    3. Work with One Provider to Keep Bank Branch Peripherals Working

    Another tip for how to improve customer experience in banking is to make sure you’re working with a single provider for your bank branch peripherals.

    You may wonder how this affects customer experience.

    Think about it.

    What happens if your monitors are down for two weeks, or you’re short a pin pad while some are out being serviced?

    Working with a single provider streamlines your branch’s peripherals, especially when it comes to keeping things in working order. This, in turn, helps you deliver better service to your customers. Working with the latest technology and ensuring speedy repairs are conducted correctly means your customers have a better experience at your branch.


    4. Emphasize Security

    Many of your customers are likely concerned about banking security. While many people do make use of mobile apps, there have been more concerns about how they protect sensitive user data.

    Put your customers’ fears at ease when they arrive in the bank branch. Take extra steps to ensure the branch is secure.

    If your customers have concerns about using a mobile app, you can assure them the branch is always a safe alternative. Let them know they can turn to you if they have concerns.


    5. Ask Customers How to Improve

    Finally, ask your customers how you can improve their banking experience. Ask them to fill out a quick survey after they visit your branch. Consider their feedback, and look for areas of improvement.

    These tips will help you keep your customers coming back to the branch, time and again, as you provide a better experience.


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    Andrea Lombardi

    Andrea Lombardi

    Andrea joined the CashTech team upon its inception in 2003. Learning the business from the ground up, she now utilizes her expertise in account management, planning, and negotiation while managing the daily operations of CashTech’s sales, marketing, and logistics departments. Andrea holds a bachelor’s degree from the University of Western Ontario. She enjoys travelling and has a passion for personal fitness, including obtaining her kettlebell certification. Andrea lives in Toronto with her husband and two young sons.

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