As banks’ clientele base continues to grow, getting customer feedback is becoming harder, especially for some institutions that still use the orthodox suggestion box. However, new innovations on the market could help ease the process of getting feedback to ensure that customer complaints or suggestions are responded to without delay. Hubert Musoni, the chief executive officer of Vovacare, the firm that provides electronic devices that work as suggestion boxes, said the solution would help to improve customer care as bank personnel will be able to see immediately and respond to any feedback from clients. Musoni explained that the device makes it possible for customers to rate a bank’s service as well as suggest what the institution should do to improve its services. Access Bank is one of the financial institutions that have so far installed the Android-powered devices at its Union Trade Centre main branch. “We are testing the electronic feedback kiosk…We expect it to help us with our feedback processing to serve our clients better,” said Jean Claude Karayenzi, the managing director of Access Bank Rwanda. Karayenzi said with the device, he expects customers to express their views about the bank “so as to serve them better”.
