Scotiabank wins Jamaica Customer Service 2013 Award

Kingston Jamaica, July 3, 2013 - Scotiabank Jamaica scored high marks to win this year's PSOJ/Jamaica Customer Service Association's (JaCSA) Service Excellence Award. The Bank emerged as one of three large companies with top scores in leadership strategy and governance, service standards, the existence of a service charter and its deployment throughout the organisation.

The awards were held recently at the Knutsford Court Hotel in Kingston. "We are quite honoured and excited about this recognition because we work really hard to ensure that we deliver the high quality experience our customers deserve. Our standards are very high and we are always aiming to exceed even our own targets," said Rosemarie Voordouw, Director Customer Experience.

Mrs Voordouw added that customer insights and feedback; people; technology & processes; and governance are the pillars of Scotiabank's customer service strategy. The judges' report acknowledged this focus, noting that the company demonstrates world class practices in its delivery of customer service throughout its branches and contact centre, and that rich Service Excellence systems were "alive and integrated into the fabric of the organisation".

The judges report also stated that "passion for service excellence is rife among leaders and other employees". This shows up in Scotiabank's practice of continuous customer feedback measurement which includes daily, monthly and quarterly monitoring via surveys.

The survey results form the basis of rigid action planning to address service gaps. Scotiabank's strategy of creating a team dedicated to monitoring customer service delivery, and the well-defined complaint resolution process, also came in for commendation by the PSOJ /JaCSA team.

"We will continue to focus on customer service initiatives and network infrastructure improvements throughout the year. We are also strengthening staff empowerment to facilitate customer centric solutions and timely complaint resolution," Mrs Voordouw said.