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Customer Centric Products,
Services and Delivery
Commercial Bank serves almost 3 Mn customers across the length and breadth of Sri Lanka. In the past five years, the Bank has also ventured further afield to cover ten countries including a fully-fledged operation in Bangladesh. The Bank’s customers span a wide cross section from large to medium, small and micro enterprises; from minors to teenagers, adults and pensioners, from bustling
capital cities to little village hamlets.
The Bank has products and services to cover most banking needs of this diverse customer base (refer page 6 for complete list of products). The Bank has pioneered many of these products and services in response to identifying customers’ unique needs. One of the key strategies that drive the Bank is enhancing customer convenience. Thus the Bank has an array of different delivery channels capable of reaching far and wide; and going out to the customer rather than the other way around. The Bank also invests heavily on information technology towards enhancing customer convenience. A comprehensive update of these delivery channels and product innovation is explained in the backdrop of its strategic context on pages 20 to 22 in this Annual Report.
Customer Survey Sheds
Valuable Light
In the year under review, we commissioned an independent Research Firm to conduct an island-wide survey on customer satisfaction. The study ran across a 12-month period. It commenced with a qualitative segment that actively involved 31 focus groups plus extensive interviews with 20 large-scale corporate entities in Sri Lanka. This was followed by the quantitative segment of the study employing over 900 questionnaires across both individuals and SMEs.
Results of this survey will help us to better hold true to our mission of redefining convenience in financial services. We have already instituted several new measures stemming from this survey.
Lending Guidelines
We incorporate ethical and environmental criteria over and above legal requirements into our lending appraisal. We also seek to be a responsible lender and ensure our credit checking identifies individuals who have the ability to repay the loans and not get into repayment difficulties. Our mortgage products do not offer loan values based on unreasonable multiples of salary.
Working Against Corruption
in all its Forms
The Bank takes stringent measures to ensure that the Code of Ethics which binds all employees is observed to the letter as well as practised in all the glory of its spirit. No Director or member of the management has been found guilty on account of corruption of any form including bribery in any Court of Law. |
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