Seylan Bank reaffirms position as ‘No. 1 in Customer Service Excellence’

• Ranked by LMD’s Popular Consumer Survey for the 3rd consecutive year

 Seylan Bank PLC, the Bank with a Heart, has affirmed its position in the banking and financial industry of Sri Lanka, as the ‘Number One in Customer Service Excellence’ for the third consecutive year.  

Seylan Bank, since its inception, always believed that customers are at the pinnacle of their business model and the most valued component of the bank. Despite facing some of the most challenging times as a corporate, due to the coronavirus pandemic, the Seylan family has been fully committed to serving its customers with service amplifications and upgrades, ensuring convenience and safety throughout the past two years. This acknowledgement from the people reconfirms that Seylan’s commitment towards its customers is duly recognised and truly valued. 

“It gives us great pleasure to be named as the Number 1 Bank in Sri Lanka for Customer Service Excellence three years in a row. Customer service excellence is essential in every sector and is a key attribute for any organisation. During the pandemic, ensuring excellence in service levels was truly a challenging task owing to limited physical interaction that was possible and restrictions imposed on mobility. Nevertheless, the Bank with a Heart drove business via a customer-centric approach, and our staff across the entire network went that extra mile as one, to ensure that all our customers and their requirements are reviewed and always taken care of,” said Seylan Bank Director/Chief Executive Officer Kapila Ariyaratne.

Service excellence has been embedded in the DNA of Seylan Bank since the beginning, and the processes to ensure customer satisfaction is a feature that the bank has truly invested in. The Customer Experience Management team within Seylan conducts timely customer satisfaction surveys to understand the perception within the market about the bank. The bank also conducts mystery shopper surveys that help the bank to understand the success levels of its service delivery throughout the year. Such strategic approaches have helped Seylan Bank ensure that service excellence is maintained seamlessly within the banking operations. both physically and digitally. 

The customer service excellence rankings were the outcome of a large online poll conducted during the third quarter of 2021 by LMD, in which customers voted for their top service brands in the country across eighteen sectors on customer satisfaction and perception of service quality. Accordingly, customers voted Seylan Bank first in Customer Service Excellence out of nineteen state and private sector banks in Sri Lanka. 

“My gratitude goes out to all at Seylan Bank for their commitment towards our goals, and to all our customers for placing their faith in the bank throughout these challenging times. Seylan has always had its customers’ best interest at heart and will continue to do so in the future,” added Ariyaratne.

Seylan was one of the first banks to digitise and mobilise its service platforms to serve customers better by ensuring safety with online payment facilities and mobile ATM services, as the country was hit by the pandemic in 2020. Since then, the bank has taken multiple steps to ensure that customers in various segments are constantly educated and updated with skills and knowledge to face the challenges ahead with virtual workshops. The bank also stepped forward to support the national efforts to fight the pandemic by aiding the healthcare sector with multiple contributions, placing the needs of all its stakeholders at the core of its business operations.

Seylan Bank, the Bank with a Heart, operates with a vision to offer the ultimate banking experience to its valued customers through cutting-edge technology, innovative products, and best-in-class services. The bank has a growing clientele of SMEs, retail and corporate customers, and has over 540 access points across the country. Seylan Bank has been endorsed as a financially stable organisation with performance excellence across the board by Fitch Ratings, with the bank’s national long-term rating revised to ‘A’(lka). These are a testament to Seylan Bank’s financial stability and its unwavering dedication to ensuring the consistent delivery of service excellence across all aspects.