Scotiabank wins Service Award

Press Release, 3rd July 2013 | Scotiabank Jamaica scored high marks to cop this year’s PSOJ/Jamaica Customer Service Association’s (JaCSA) Service Excellence Award. The Bank emerged as one of three large companies with top scores in leadership strategy and governance, service standards, the existence of a service charter and its deployment throughout the organisation. The awards were held recently, in Kingston.

Rosemarie Voordouw, Director Customer Experience stated that customer insights and feedback; people; technology & processes; and governance are the pillars of Scotiabank’s customer service strategy. The judges’ report acknowledged this focus, noting that the company demonstrates world class practices in its delivery of customer service throughout its branches and contact centre, and that rich Service Excellence systems were “alive and integrated into the fabric of the organisation”.

Scotiabnk_psoj trophy150x150The judges report also stated that “passion for service excellence is rife among leaders and other employees”. This shows up in Scotiabank’s practice of continuous customer feedback measurement which includes daily, monthly and quarterly monitoring via surveys. The survey results form the basis action planning to address service gaps. Scotiabank’s strategy of creating a team dedicated to monitoring customer service delivery, and the well-defined complaint resolution process, also came in for commendation by the PSOJ/JaCSA team the bank said.

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