The Consumers’ Foundation yesterday released the results of a survey showing that at some financial institution branches, customers have to wait as much as an hour before being served by a teller.
The foundation said the quality of service at financial institutions was important to customers.
In a recent survey on quality of service and banking environment at 150 financial institution branches across the country, the foundation found that although a majority of customers were generally satisfied with the quality of banking services, 5 percent said they had to wait between 16 and half an hour before their number was called.
“At 2.67 percent of the branches surveyed, customers had to wait between 31 minutes and one hour before their number was called. In 10.7 percent of the branches, the wait was between 16 and 30 minutes,” Consumers Foundation secretary-general Hwang Yu-sheng (黃鈺生) said.
The foundation said financial institutions should allow some flexibility, such as opening more counters when the wait is especially long.
The foundation also found that a process as simple as making a bank deposit required between 16 and 30 minutes at 5.3 percent of the branches. Fifty percent of banks did not greet customers or provide restrooms.
Other complaints included no drinking water (25.3 percent), no magazines (7.3 percent), no newspapers (8.7 percent) and no reading glasses (27.3 percent).
Although financial institutions are not bound by law to limit their waiting time or allow customers to wait in a comfortable and convenient environment, the foundation nevertheless called on financial institutions to improve their quality of service.
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