The country's largest lender State Bank of India (SBI), has launched an additional channel for redressing customer grievances- 'SMS Unhappy Service'. The channel is still in its nascent stage as the full-fledged launch is yet to take place.
“We have gone for the soft launch of the programme at all the 14 local head offices (LHOs) located across the country. Once we get a good response from the soft launch of the programme, we will go for a formal launch. As of now, we are getting thousands of complaints from our customers through this channel.” a bank official told FE.
Under this system, LHO's have so-called “Happy Rooms” that deal with the customer grievances. Any customer who wants to lodge a complaint sends the message “Unhappy” to a specified number (8008202020 ). The Happy Room then calls the customer and records the details of the complaint. The complaint is then forwarded to the branch in question.