Bpi Service Quality Audit

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and BEA machine. I sat down the couch and waited for my turn to be called. After a few minutes, counter 4 called for my turn. I went to counter 4 and then gave my money worth 500 pesos. The bank teller asked for the name of the receiver, confirmed the amount of money to be deposited and then gave the receipt right away. I asked for a feedback form which they do not have and so I left the bank after.

6. Productivity and Quality (S)

- The bank teller told me that they do not have a feedback form. Instead, she told me that I can call 89-100 for inquiries, comments or feedbacks.

7. Physical Evidence (S)

- For the physical evidence, the bank teller gave me a deposit slip. In the deposit slip, the receiver’s name and amount deposited is indicated along with the date and time it was deposited. It is only satisfactory because they it has no signature of the bank teller who issued it, unlike the other branches I went to. I recommend that they make the bank teller sign the slip to authenticate or prove that someone has confirmed the transaction.

8. People (O)

I encountered two people in the bank. First is the security guard who check the bags of the client. I can say that he is very polite and welcoming because he opened and closed the door for me when I entered and exit the place. He was even smiling and said thank you while holding the door for me. The other person I encountered with was the lady bank teller. She was accommodating especially when I asked for a feedback form. She politely told me that they do not have a feedback from and even asked me why and what happened (probably she was thinking I had a bad experience). According to her, 89-100 is always available for feedbacks, commen