We have empowered our employees with innovative tools and technology to deliver on our 'Open' promise. Our focused programmes in this area have helped us progress toward becoming a customer-centric organisation.
Siddhi Success Metrics
Additional leads generated each day
Additional leads converted
Customer at the Centre of
Everything We Do
Great customer experience drives our operational, financial and shareholder metrics and leads to sustainable progress. Our new-gen customers place their trust and choose their preferences based on the quality, responsiveness and consistency of their experiences. Our employees deliver on customer dreams and financial security through the power of human touch and technology.
We aspire to become India's most customer-obsessed bank, and hence, we are measuring NPS across all our customer journeys. We have implemented organisation-wide change-management programmes to institutionalise Sparsh by working on four pillars, i.e. craft delightful journeys, create employees as delight advocates, build institutional capabilities and measure and act on customer feedback.
These initiatives have resulted in positive increase in NPS in all the customer journeys to 133 on the baseline of 100.
Siddhi is our comprehensive employee platform and virtual coach that uses technology so that customers can engage with employees in a seamless manner. Siddhi is an analytics-based intelligent and proactive tool and uses hyper-personalised nudges to improve sales through more meaningful customer conversations.
*S: Start by Listening T: Take Charge A: Always Keep Promises R: Raise the Bar