ICICI Bank is not what it used to be about 2 years ago. 2 years ago it was an aggressive marketeer backed up with an aggressive customer support team too. The market savvyness is still there but service levels have declined drastically. The banks hardly looks like a private bank. ( I have experience of Noida Branch only though). The customer service personnel availabel are not adequate and can do with some more efficiency. I had a harrowing experience when I had to open demat account for my brother. After calling up the call canter we were informed that an agent would visit in 2 working days.
After waiting for 3 working days we went to the branch. Here we were told only field personels will open and none was available. The agent promised to send somebody by 8:00 pm the same day . But noone visited .
We called up the call center again and were told the branch agent should be able to open the account. Thus we have been going around in circles and our demat account is still be opened.
ICICI bank has also been in the news for all the wrong reasons. Cash flow problems and people standing in long queues to withdraw money. But clearly biggest area of improveemnt is customer service.
Customer service is the only area in which private banks excel and if ICICI looses its edge here it is set to be doomed with fierce competition.