The report of the Banking Code Committee was published in mid-December. The committee conducted research to determine to what extent the banks are meeting their intentions to prevent the excesses that led to the banking crisis in the future. An important intention is to put the customer first. In addition, the banks should restore confidence through an active dialogue with society.
According to the committee, progress has been made in putting the customer first, but several banks are still struggling with this question, and in particular how they can demonstrably put the customer first. For example, few banks have an integrated customer-centric program and testing is still done with classic tools such as customer satisfaction surveys and customer panels, in which new product belarus phone number list and product changes are tested. As far as active dialogue with society is concerned, the committee concludes that banks can and should show more 'thought leadership'.
What the banks apparently still ignore are new tools and approaches using the internet, such as crowdsourcing. This is the ideal method for both subjects to make real progress. Crowdsourcing is reaching and using large groups of people via the internet (can be existing customers but also the general public) to solve a problem. Banks could use this broadly to test which products and services are expected of them and which expectations and wishes exist about how they should serve their customers.