OREANDA-NEWS. November 01, 2010. AMT BANK implemented the service quality management system called the “Quality Button” at cash desks of all Moscow offices Now, every customer can leave his/her feedback of the cashier’s work by pressing the green button (in case the customer liked the service) or the red one (of the customer is dissatisfied with the service), reported the press-centre of AMT BANK.

-    The Bank managed to win the right reputation in the market; today many people recommend us to their friends and acquaintances as professionals  securing service of quality and confortable conditions  for service. The innovative system Quality Button became one more step towards customers, as it is the speed and qualification of cashiers, who work with cash, customers generally judge the Bank by – thinks Elena Petrova, Chief Specialist of the Business Development Department. – That is why we strive to have a clear understanding of how much customers are satisfied with the quality of work of not only operations officers but also cashiers. And now we have a marketing instrument necessary for that.

The innovative system Quality Button for cashiers is going to be installed at all branches and regional branch offices of the Bank in the near future. Its technological functions have been combined with the queue management system called the “Electronic Queue”. Now, the customer, invited to a specialist via the electronic queue, can see the day rating of that specialist on the screen of the monitor installed in the customer zone.

-    Only within the 3rd quarter of 2010 customers of the Bank expressed their opinions about 9000 times as to the quality of service at branch offices. And the total share of positive feedback totaled 97%. Thus, the quality button allowed us to expand coverage of the target audience by making the selection more representative. This fact, in turn, lets us estimate with more reliability what is the quality of job our employees do – concludes Elena Petrova.