Tag: Minakshi Ramji
Managing Customer Satisfaction in Agent Banking
This Briefing Note discusses the design and implementation of a Customer and Channel Satisfaction Measurement and Management exercise which seeks feedback from m-banking customers on important areas.
Nov 21, 2011
Lessons from CSMs: Agent Perspectives
This Note particularly focuses on agent (customer service point/CSP) feedback. Regular CSM exercises can be very helpful in taking the pulse of its agents or customer service points (CSPs).
Nov 18, 2011
Managing Channel Satisfaction in Agent Banking
This Note covers the major areas where an agent’s input would be valuable to ANMs seeking to improve their mobile money products, services and delivery channels.
Nov 17, 2011
Individual or Institutional BCs: The Banker’s Perspective
This Note provides perspective on how individual and institutional BCs are perceived by banks.
Sep 23, 2011
Individual or Institutional BCs: The Client’s Perspective
This Note is the first of a two-part series, which provides some perspective on how individual business correspondents (BCs) and institutional BCs are perceived by clients and banks.
Sep 19, 2011
Measuring Willingness to Pay
This Note presents the development and the implementation of an innovative qualitative research tool directed at determining the level of ‘Willingness To Pay’ (WTP) for BC services.
May 19, 2011