Annual Report - Bank of Baroda

programmes internally and at the external institutes of repute to
equip its staff in various aspects of internal control systems.
Operations and Services
Customer-Centric Initiatives
As always, efficient customer service and customer satisfaction
are the primary objectives of the Bank in its day to day
operations. The Bank is highly responsive to the needs and
satisfaction of its customers, and is committed to the belief that
all technology, processes, products and skills of its people must
be leveraged for delivering superior banking experience to its
customers without fail.
Recently, the Bank has taken several measures to improve
customer service at the branches and at the same time,
strengthened the customer complaint redressal machinery for
fast disposal of customer complaints.
Efforts to Improve Customer Service at Branches
The feedback on quality of customer service at branches is
obtained through the Branch Level Customer Service Committee
meetings that are held every month in which customers from
various cross sections of the society are invited including Senior
Citizens and Pensioners. The suggestions/views generated
during the meetings are collated and appropriate follow up
action is taken to examine the feasibility to implement the
suggestions for improving the quality of customer service
rendered at the branches.
The Bank is focused towards providing excellent customer
service through all delivery channels and has been making
continuous efforts for enhancing the level of customers’
satisfaction by leveraging technology to provide e-products and
alternative delivery channels best suited to the diverse needs
of different customers. The varied interests and expectations
of customers are taken care of by improving upon the various
processes and procedures.
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Compliance
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