I have been with ICICI Bank since 2001. It is one of the leading private sector banks in India. ICICI was formed in 1955 by the World Bank, the GOI and representatives of Indian industrIal revolution. The goal was to create a financial institution for providing medium-term and long-term project financing to Indian industries. ICICI Bank was promoted in 1994 by ICICI Limited and made its foray into retail banking. It also became the first Indian company and the also the first Non Japanese bank from Asia to be listed in New York Exchange. Over the years it has evolved to be one of the finest private sector banks under Mr K V Kamat but of late it has lost its charm.
The pros & cons as per my experience is detailed below:
1> Technologically one of the most advanced bank will rate it 5 star
2> Innovative products, others seems to copy will rate it 4 star
3> Customer service 2 star. Good service displayed in some branches but most of branches substandard service. Most of the staff are more interested in selling products and often link selling of products to future customer service that will be rendered to that person.
4> Customer escalation matrix 4.5 star. If things do not get resolved at branches e-mail your problem to customer care, still not resolved mail directly to Customer Service Head. Hopefully your grievance will be looked into, if still not resolved mail directly to CMD & CEO of the bank with the names of the defaulting staff and branch and your problem will be taken care of.
5>Staff Knowledge 2 star, most staff appeared to be undertrained except for mega branches and the branch operations manager / branch manager in semi urban branches( even some branches in metros) appear to be clueless about basic banking rules and regulations and if the customer is unaware of the same will be taken for a ride until one challenges them.
6>Branch Timing will be rated 5 star as it is the bank with the longest banking hours.
7>ATM service will be rated at 2.5 as half of the atm’s are not well maintained and they appear to be unmanned.