ANZ still to break five minute barrier
(17 February 2004 – Australia) ANZ is struggling to meet its self-imposed target of reducing customer queuing time in branches to less than five minutes, according to the bank’s annual Customer Charter report.
Now into the third year of a five-year program designed to radically change the way the bank deals with customers, ANZ said 30 percent of its customers had to wait more than five minutes to be served in branches.
However, the bank said it had made progress in this area as average waiting times had been by cut by three minutes in 2002 to 1.9 minutes in 2003 against the five minute target.
ANZ said highlights of the report for the year ending 30 September 2003 included quicker account opening and telephone response times in personal banking as well as 99 percent availability of the bank’s electronic banking channels.
ANZ chief executive John McFarlane said the results signalled the bank was heading in the right direction but acknowledged some areas were disappointing.
"There were mitigating circumstances for some issues such as high mortgage demand and technology issues but we need much faster progress on some of the service issues that concern our customers most – particularly branch queues at peak times and resolving day to day complaints," McFarlane said.
A full copy of the report can be accessed at www.anz.com.
In further news, ANZ has appointed Guy Whitcher as head of Cash Management and Transaction Services. Whitcher has worked in large financial services firms for more than 20 years and has extensive experience in Transaction Banking, Trade Finance and Wealth Management.
He joins from National Australia Bank and will report to ANZ managing director, Trade & Transaction Services, Mark Paton.
However, the bank said it had made progress in this area as average waiting times had been by cut by three minutes in 2002 to 1.9 minutes in 2003 against the five minute target.
ANZ said highlights of the report for the year ending 30 September 2003 included quicker account opening and telephone response times in personal banking as well as 99 percent availability of the bank’s electronic banking channels.
ANZ chief executive John McFarlane said the results signalled the bank was heading in the right direction but acknowledged some areas were disappointing.
"There were mitigating circumstances for some issues such as high mortgage demand and technology issues but we need much faster progress on some of the service issues that concern our customers most – particularly branch queues at peak times and resolving day to day complaints," McFarlane said.
A full copy of the report can be accessed at www.anz.com.
In further news, ANZ has appointed Guy Whitcher as head of Cash Management and Transaction Services. Whitcher has worked in large financial services firms for more than 20 years and has extensive experience in Transaction Banking, Trade Finance and Wealth Management.
He joins from National Australia Bank and will report to ANZ managing director, Trade & Transaction Services, Mark Paton.
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