Seylan Bank PLC, the Bank with a Heart, has affirmed its position in the banking and financial industry of Sri Lanka, as the Number One in Customer Service Excellence for the third consecutive year.  

Seylan Bank, since its inception, always believed that customers are at the pinnacle of their business model and the most valued component of the bank. Despite facing some of the most challenging times as a corporate, due to the coronavirus pandemic, the Seylan family has been fully committed to serving its customers with service amplifications and upgrades, ensuring convenience and safety throughout the past two years. This acknowledgement from the people reconfirms that Seylan’s commitment towards its customers is duly recognised and truly valued. 

“It gives us great pleasure to be named as the Number 1 Bank in Sri Lanka for Customer Service Excellence three years in a row. Customer service excellence is essential in every sector and is a key attribute for any organisation. During the pandemic, ensuring excellence in service levels was truly a challenging task owing to limited physical interaction that was possible and restrictions imposed on mobility. Nevertheless, the Bank with a Heart drove business via a customer-centric approach and our staff across the entire network went that extra mile as one, to ensure that all our customers and their requirements are reviewed and always taken care of,” said Seylan Bank Director/Chief Executive Officer Kapila Ariyaratne.

Service excellence has been embedded in the DNA of Seylan Bank since the beginning and the processes to ensure customer satisfaction is a feature that the bank has truly invested in. The Customer Experience Management team within Seylan conducts timely customer satisfaction surveys to understand the perception within the market about the bank. The bank also conducts mystery shopper surveys that help the bank to understand the success levels of its service delivery throughout the year. Such strategic approaches have helped Seylan Bank ensure that service excellence is maintained seamlessly within the banking operations. both physically and digitally.  The customer service excellence rankings were the outcome of a large online poll conducted during the third quarter of 2021 by LMD, in which customers voted for their top service brands in the country across eighteen sectors on customer satisfaction and perception of service quality. Accordingly, customers voted Seylan Bank first in Customer Service Excellence out of nineteen state and private sector banks in Sri Lanka. 

“My gratitude goes out to all at Seylan Bank for their commitment towards our goals and to all our customers for placing their faith in the bank throughout these challenging times. Seylan has always had its customers’ best interest at heart and will continue to do so in the future,” added Ariyaratne.