Rabat-Bank al-Maghrib, the central bank of Morocco, has announced the establishment of a joint committee with the Moroccan professional banking group (GPBM) to ensure customer satisfaction.
The step comes to an increase in customer complaints regarding the quality of service among bank agencies across the country.
In a letter directed to the GPBM, Bank al-Maghrib found that many customers expressed dissatisfaction with the treatment of bank employees.
The problem was addressed during the sessions last month with the Moroccan Center for Banking and representatives of various consumer protection organizations.
Bank al-Maghrib emphasized that the quality of customer service in bank branches for customer satisfaction, loyalty and financial integration is important. The bank added that it also plays an important role in building a trust between Banks And their customers, who ultimately improve the reputation of financial institutions.
The Central Bank said that it was of great importance on this matter and explained that it would like to take the necessary measures in coordination with the GPBM to improve customer service and ensure the protection and satisfaction of customers.
Customer complaints against banks were increased in Morocco. Many customers have expressed frustration about the treatment that they receive from employees, long waiting times and disorganization in the agencies.
In addition, many complaints about poor communication and unresolved problems were made, e.g.
Another common problem consists in malfunctions of ATMs in which customers try to withdraw money, but do not spend, but the amount is deducted from their accounts. It often takes a long time to solve the problem because many are described as inadequate customer service.
