Edward Gooding, the bank’s Managing Director, described the Customer Panel as “a novel medium for dialoguing with our customers”. Speaking from the organization’s headquarters at New Market Street, Gooding said that this Customer Panel model was based on the one established by the Trinidad arm of the bank in 2003.
A mix of customers was selected from each local branch based on their age, occupation, lifestyle and location to form the panel.
The bank will select a panel annually and quarterly sessions, approximately 90 minutes long, well be conducted.
Through these four sessions the bank will share their plans with the panel and seek their views and ideas for improving services so that the banking experience of customers will be more rewarding. The first session will be conducted next month, Gooding said.
“During the sessions,” Gooding told the panellists, “we encourage you to be open and frank; your opinion and suggestions matter and are very important to us.”
Republic Bank, Gooding stressed, always welcomes feedback and is looking forward to hearing from the panel of customers. Such interaction, he said, will surely have a long term role in enhancing customer relationships.
General Manager – Credit John Alves reiterated some of what the Managing Director said. However, he noted that customers have a wealth of knowledge and experiences from which Republic Bank can benefit. The customer’s role, Alves stated, is pivotal in shaping the way that the bank – a customer focused institution – operates.
