Krungthai Bank's We Care Program
Krungthai Bank PCL.
Krungthai Bank's We Care Program
Krungthai Bank PCL.
Back to Hall of Fame
Krungthai Bank, with its extensive network of nearly a thousand
branches, is enhancing its in-branch customer experience
through the WE CARE feedback program. This regional initiative
to gather prompt customer feedback expanded nationwide after
integrating with the ONE Krungthai employee app. This program
allows customers to give real-time feedback by scanning a
QR code at its branches. Negative feedback triggers instant
notifications to branch managers via ONE Krungthai, ensuring
swift resolution of issues and assuring customer satisfaction.
The program not only addresses customer concerns but also
acknowledges employee excellence. Staff receiving the highest
ratings are honored as "WE CARE Champions", promoting morale
and superior service. In 2022, 524,922 cases were reported
through WE CARE, 99.7% of which were satisfied with the service.
This initiative significantly reduced branch staff complaints by
28%, increased the bank’s net promoter score (NPS) from 46
to 53 between 2021 and 2022, and improved overall customer
satisfaction from 8.62 to 8.84 out of 10. The WE CARE program
thus benefits customers, staff, and the bank at large.
The WE CARE initiative stands out as it embodies an end-to-end
process, integrating various digital tools for maximum efficiency.
Branch staff members display a WE CARE plate, featuring
a QR code, on their service counter. This plate leverages
the widespread familiarity with smartphones and QR code
technology, simplifying the process of providing feedback or
requesting assistance, making it both easier and hassle-free for
customers.
Highlights
- WE CARE is an initiative that benefits all: customers receive better service; employees' morale is boosted as they are recognized for providing excellent service to customers, encouraging them to provide even better service; and the bank receives valuable feedback for service improvement.
- It makes use of already-ubiquitous technology in an ingenious way to maximize efficiency.
- With WE CARE, the bank can resolve problems in a speedy manner and prevent them from escalating. As soon as a customer submits negative feedback, a notification is sent to the branch manager so the manager can approach the customer and deal with their dissatisfaction right away.
View Website
Back to Hall of Fame
Krungthai Bank, with its extensive network of nearly a thousand
branches, is enhancing its in-branch customer experience
through the WE CARE feedback program. This regional initiative
to gather prompt customer feedback expanded nationwide after
integrating with the ONE Krungthai employee app. This program
allows customers to give real-time feedback by scanning a
QR code at its branches. Negative feedback triggers instant
notifications to branch managers via ONE Krungthai, ensuring
swift resolution of issues and assuring customer satisfaction.
The program not only addresses customer concerns but also
acknowledges employee excellence. Staff receiving the highest
ratings are honored as "WE CARE Champions", promoting morale
and superior service. In 2022, 524,922 cases were reported
through WE CARE, 99.7% of which were satisfied with the service.
This initiative significantly reduced branch staff complaints by
28%, increased the bank’s net promoter score (NPS) from 46
to 53 between 2021 and 2022, and improved overall customer
satisfaction from 8.62 to 8.84 out of 10. The WE CARE program
thus benefits customers, staff, and the bank at large.
The WE CARE initiative stands out as it embodies an end-to-end
process, integrating various digital tools for maximum efficiency.
Branch staff members display a WE CARE plate, featuring
a QR code, on their service counter. This plate leverages
the widespread familiarity with smartphones and QR code
technology, simplifying the process of providing feedback or
requesting assistance, making it both easier and hassle-free for
customers.
Highlights
- WE CARE is an initiative that benefits all: customers receive better service; employees' morale is boosted as they are recognized for providing excellent service to customers, encouraging them to provide even better service; and the bank receives valuable feedback for service improvement.
- It makes use of already-ubiquitous technology in an ingenious way to maximize efficiency.
- With WE CARE, the bank can resolve problems in a speedy manner and prevent them from escalating. As soon as a customer submits negative feedback, a notification is sent to the branch manager so the manager can approach the customer and deal with their dissatisfaction right away.