Question

In years past, big banks have often fallen behind smaller banks in term of customer service. what has been one of the biggest causes of a decrease in this gap on bank customer surveys?

a) responses mobile banking tools increased.
b) smaller banks increased their use of technology.
c) big banks hired more staff to address customers concerns.
d) customer service was outsourced to india.

Answer 1

The decrease in the customer service gap between big banks and smaller banks has been due to the rise of mobile banking tools and the strategic outsourcing of customer services to countries like India.

Step-by-step explanation:

The question is about how big banks have been able to decrease the gap in customer service when compared to smaller banks. One of the biggest causes for the decrease in this gap as noted in bank customer surveys is closely linked to the advancement and integration of mobile banking tools. As mentioned, companies like Vodafone and Masbabi are investing in shared-phone programs to increase banking access, and with 4 billion mobile users worldwide, there is a significant opportunity for banking companies to bridge the service gap. Furthermore, outsourcing to countries like India, with a large number of English-speaking educated young people, has also been a factor in enhancing customer service capabilities for some financial institutions.