SANTO DOMINGO- Banco Popular Dominicano announced this Wednesday that it now has 100 branches nationwide, offering a differentiated experience for its customers through its queue management system.
This banking management model offers a comfortable wait, facilitates personalized service by prioritizing customers with special needs and short-term transactions, and minimizes waiting times for customers visiting the bank's branches, the bank stated in a press release.
It highlights that one of the most innovative aspects of the model is the real-time monitoring of service levels across different offices. This feature allows for more efficient resource management and facilitates decision-making to continuously improve the service offered.
Thanks to the adoption of this system, 96% of visitors to these branches rate the level of service as excellent.
“This achievement reflects our constant commitment to innovation and continuous improvement in the customer experience, in order to satisfy the needs of our clientele with world-class service,” said Soraya Sánchez, Vice President of the Service Quality and Customer Experience Area.
Shifts and appointments integrated into the applications
The 100 offices integrated into the banking management model also feature the "Schedules and Appointments" functionality in the Popular App and on the website www.popularenlinea.com, making it easier for customers to digitally book a shift for the same day or an assistance appointment for another day, thus optimizing their waiting time and significantly improving their experience.
This digital functionality registered over 360,000 uses at the end of 2023, representing an 8% increase compared to the same date last year, with an overall satisfaction of 93%.
In March 2023, the functionality was awarded a bronze Stevie award in the Business Intelligence Solution category during the gala of the seventeenth edition of the international Stevie® awards for Sales and Customer Service, the press release states.
The promotion of this model reaffirms Banco Popular's commitment to offering distinctive, unique, and memorable experiences across its service channels, concludes Banco Popular.
