ICICI bank when started out very well and wooed the new customers with freebies like customized cheque book, cheque book holder and courteous staff and fast service way back in 1995, when it opened its first branch in Panchkula (Haryana).
Slowly and gradually the Customer service standards have declined, right now it is at its worst, there is no proper arrangement for customer interaction, manager does not take Interest in customer service, particularly at branch level; which was the plank when it was established, now it is pared in customer service with some public sector banks and mostly below even compared to public sector banks like State bank of Hyderabad, bank or State bank of Patiala, which provide superior ad fast customer service.
No doubt, regarding internet banking it is still the foremost in quality and response time is 24 hours, where your query is addressed to and solved to large extent in a day or two. It is a preferred bank only because of its reach and number of ATM’s in a city and for all those who can access internt.
Phone banking too is not up to mark with operator mostly does not know what the customer is asking for?
The recommendation - if you want to operate the internet banking or ATM service, then ICICI is the banjk for you, that way you never have to visit the branch.
They need to vastly improve the customer interaction level at branch level..