<<< back India Operation Is Biggest Source Of Customer Complaints [03 Mar 2005] Lloyds TSB’s offshore operation is proving to be the single biggest source of customer complaints according to figures compiled by the Bank ... despite senior management claiming the operation is working well! And this relates to just those customer complaints and objections that are actually recorded centrally by the Bank. Extensive feedback from members suggests that most adverse comments and complaints from customers are not recorded at all. In other words, the complaints senior management is aware of may only be the ‘tip of the iceberg’. In a vain attempt to obscure the level of objection customers have to the India operation and the service they receive, the Bank has recorded ‘India - Service’ and ‘India - Concept’ separately. By doing so the Bank allows ‘Queues / Staffing Levels’ to top the list of customer complaints. But added together, the India operation attracts significantly more complaints than any other issue. Serious Cause For Concern Senior Management should be particularly alarmed by these findings since the India operation currently only handles a mere fraction of all contact with customers. If the figures were to be extrapolated on the basis of an equal amount of contact with customers from India compared to the UK, the level of complaints would perhaps be viewed as an epidemic. But the fact that so far customers have only limited contact with the India operation should not be used as an excuse to turn a blind eye to the problem. What is clear from these findings is that the Bank’s attempt to portray the India operation as a glowing success is seriously misplaced. For More Details Click Here <<< back

	© 2003 Lloyds TSB Group Union. All rights reserved.