19/05/2021
Meezan Bank Limited
To The Respected Area Manager(Communicated through Numbers as placed on Notice Board)
We evaluated two branches : MBL Dohraji and MBL Sir Syed Rd Branch.
MBL Dohraji Attained a score of 95% and is being rated as in our "Excellent" Customer Service Category(the deduction was only based on latest Forex Rates not being updated on notice board), Congratulations to the team.
While Sir Syed Rd branch attained our evaluated score of 59% "below Average" "Needs Improvement"
Meezan Bank Sir Syed Rd Branch: May, 2021
Walk-In Customer
Evaluated Score : 59/100
Category A: Branch Ambiance and Cleanliness: 7/10
(Counter 3 Glass not clean, rubber bands and an envelope on counter, ATM receipts on floor)
Category B & C (Total Points 30)
Category B: Customer Care: Points Achieved 7/15
The Guards, janitorial staff and the B.M were courteous with standard MBL Islamic Greeting and felt like the only concerned care officers, while no floor manager on floor to guide customers with the counter number machine). Counter cashier no greeting nor a smile
Category C: Product Information: 15/15
The B.M guided appropriately regarding prohibition of encashment oif prize bonds in Islamic banks , as per the recent SBP update as well which allows Islamic Banks to encash specific bonds as well.
Category D: Safety & Security Measures and Covid S.O.P's: 15/30
Some staff members did not have a mask nor had covered the face or hands, specially the b.m and one cashier.
Security guards were the only ones following protocols and the b.m also did not shake hand as per protocol.
Category E: Atm Phone: 0/10: lines busy twice
Category F: Regulatory Authority (SBP) and MBL Head office Requirements: 15/20
All Policies, Fatwas, A.m and B.M numbers, updated , latest Forex Rates Updated as well(USD :152.300). Simple printout of encashment of specific bonds also updated.
Points deducted only because CS Rating Machine was shut off at counter No.3, cell phone being used on counter by cashier and also by b.m. in his office which is against SBP customer security protocol. (unable to find SBP customer know your rules n responsibility pamphlet no points deducted due to benefit of doubt)
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-Independent evaluations helps you avoid conflict of Interest.
-Our evaluations identify where the company needs improvement thus will help an organization avoid major financial penalties as imposed by regulatory authorities due to non full filment by respective branches.
- Our reports prepare branches in advance which would help them avoid yearly or quarterly audit objections. This will keep a branch upto date and will keep staff members working towards fulfilling there responsibilities towards customers instead of being distracted and focussed on responding to audit objections.
- Our suggestions will bring in an aptitude of an honest balanced customer service culture that would increase profitability in the long run.
**Our Bench Mark for Excellent Customer Services as per International Quality Standards and Current Precautionary Measures is set at 85% minimum ubiquitous across all industries in the hospitality and or Customer Services Sector and HAACP quality control for Fast Food Services sectors, while passing scores are 60% though considered an "Average" to at least operate for customer services but is not recommended.
Please note we are experienced researchers and evaluators, our work is purely Non-Profit, based on altruistic impulses.
Having said that, for in-depth results and customer service improvement suggestions through extensive research project based report we might have a minimum fee, keeping this in mind our mystery shopping is absolutely free because as Customers our motto is " we demand respect because we pay your salaries"
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Meezan Bank Limited
