Republic Bank gets high marks from customers

Customers of Republic Bank continue to report consistently high service delivery satisfaction ratings.

This was revealed in the results of the most recent customer service survey conducted by Market Facts and Opinions (MFO), in which all Republic Bank Branches met their service targets leading to an overall score of 84.6 per cent. Republic Bank’s Airport and Six Roads Branch Cluster took the top honours, with Airport gaining thecoveted number one position with a score of 88.3 per cent, followed by Six Roads with 87.4 per cent.

Republic Bank Mortgage Centre placed third with 85.9 per cent. Managing Director and Chief Executive Officer, Anthony Clerk congratulated the Bank’s staff on a very commendable performance overall, with a special commendation for the Six Roads and Airport Branch Cluster.

“The results of this independent external survey demonstrate once again that customer centricity is much more than just a buzzword for Republic Bank and I applaud the effort from management and staff across our Branch network.

The survey results show that our customers are increasingly willing to recommend Republic Bank to others. I especially commend the management and staff at our Six Roads and Airport Branches who led the way,” Clerk said.

Solange Bruce, Manager, Retail Services, Six Roads and Airport Branch Cluster said a strong focus on teamwork and full adoption of Republic Bank’s customer centricity mandate contributed to the Cluster’s top rated scores.

Core attributes of customer experience rated in the survey included service accuracy, professionalism, wait time, follow-up, and the Net Promoter Score (NPS) a measure of how willing existing customers are to recommend the service provider to others.