Customer Satisfaction Survey at the Royal Bank of Scotland

Topics: Bank, Retail banking, Banks of India Pages: 16 (4797 words) Published: January 30, 2012


We express our sincere gratitude to our industry guide Ms.Shalini Menon, Vice-President Business Banking, The Royal Bank of Scotland for her able guidance, continuous support and cooperation throughout our project, without which the present work would not have been possible. We would also like to thank the entire team of RBS business banking, for the constant support and help in the successful completion of my project. Also, we are thankful to our faculty guide Mr. Swarnpreet Singh of our institute, for his continued guidance and invaluable encouragement.


* Objective
Literature Review
* Industry Profile
* Indian Banking Industry
* Current Scenario
* Major players
* SWOT Analysis Of Banks
Company Profile: RBS
* Introduction
* Expansion
* RBS Business in INDIA
* Business of RBS
Survey Analysis


In our project we have studied the customer need and preferences of different banking products and services with respect to RBS. The duration of the project is November 2010 - January 2011.The project was conducted at RBS branch located at Barakhamba road in its business banking vertical. Primary data collection was done by calling business banking customers taking feedback from daily walk in population. A total of about 300 customers are contacted and complete feedbacks from them have been obtained. It involve gauging the customer feedback in various parameters like the banking frequency of the customer , the major requirements like remittances, foreign trade finance , business landing among others. Niche services like door step banking are offered by this multinational bank. We have also determined the popularity of such services with a rating scale. To assess the competition for RBS we have undertaken an activity to find out the other financial institutions with which these customers have a relation. It enables us to map the major competitors in business banking for RBS. We followed this analysis with and in depth analysis the various products which are availed by RBS customers from other banks. This gave us a clear picture of the major competitors for RBS in this segment.

This study would have been incomplete without finding out the satisfaction level of business banking customers with the current product and services offered by the RBS. Hence finally our satisfaction scale was obtained from the base of 300 customers. This project report can supplement the decision maker and the business managers in developing newer products and services so that customers can be served better. Also a secondary research about the price and product offerings of different Banks are analyzed in our report in comparison to RBS.


Defining Bank:
A bank is a financial intermediary and appears in several related basic forms: * A central bank issues money on behalf of a government, and regulates the money supply * A commercial bank accepts deposits and channels those deposits into lending activities, either directly or through capital markets. A bank connects customers with capital deficits to customers with capital surpluses on the world's open financial markets. Banking is generally a highly regulated industry, and government restrictions on financial activities by banks have varied over time and location. The banking system remains, as always, the most dominant segment of the financial sector. Indian banks continue to build on their strengths under the regulator's watchful eye and hence, have emerged stronger. ORIGIN OF THE NAME BANK

The word bank was borrowed in Middle English from Middle Frenchbanque, from Old Italianbanca, from Old...
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