HSBC revamps Customer Service Branch Awards

HSBC's Valletta Lascaris Wharf and Cospicua branches have won the bank's latest Branch of the Quarter Customer Service Awards.

This is the first time that two branches jointly won the quarterly award after HSBC recently updated its Customer Service Awards scheme to differentiate between large and small branches.

Mosta Area and the Treasury Head Office department won the area and department customer service awards for the first quarter of 2003.

"Until now, all HSBC branches competed together for one Branch of the Quarter Customer Service Award," HSBC chief executive officer Chris Hothersall said.

"As some branches are located in very densely populated towns or commercial areas and others are in much smaller villages, this sometimes brought about some anomalies.

"Therefore, starting from the first quarter of 2003, HSBC decided to divide the scheme into two; one for larger branches and another for smaller ones."

The branch and area awards are based on feedback from customers, and the best department award is based on feedback from HSBC employees nominating the departments that offer them best assistance and service internally.

"It is a pleasure to again visit Lascaris Wharf, Mosta and Treasury Department, who have already won awards confirming that excellent results can be maintained for many months," Mr Hothersall said.

"The employees in these departments have set a great example of how HSBC should deliver the best service, not only to clients outside the bank but also within it. Congratulations once again to them all and also to Cospicua who performed particularly well in the last quarter."

Mr Hothersall, together with HSBC's head of Personal Banking, Ray Briffa, presented the awards.

The cash prizes were presented to the respective managers, Mira Vandeputte, HSBC's Valletta Lascaris Wharf branch manager; John Montebello, HSBC's Cospicua branch manager; Ray Borg, HSBC's Mosta Area manager; and Charles J. Farrugia, HSBC's head of Treasury.

The employees of the winning departments can use the award to organise any social event they choose.

"Our customer satisfaction surveys continue to show positive results," Mr Hothersall said. "This encourages us all to continue our efforts to deliver the best financial service in Malta to our customers.

"These quarterly awards help HSBC to have an up-to-date picture of what our customers think of the service we offer and also serve as an excellent incentive to all employees."