Last year, I conducted a survey of how Pakistani banks fare when it comes to consumers interacting with them solely online (i.e. the web/email). The results of last year’s online interaction survey can be found here.
This year again, I am going to be conducting the survey. Measuring both the web and social media response from the banks.
Some of the elements being measured are:
- Response Time
- Was the Query answered or not?
- Engagement process
- Social Media
- Re-Direction to correct department
- Grammar / Spelling
- Contact Forms
- Mobile Ready / Responsive Website
- Tracking Ability
One year forward, let us see how well the banks have progressed.