Utilise clients’ feedback to improve services

DAR ES SALAAM: THE Tanzania Banks Association (TBA) has urged its members to actively use feedback from customers to enhance service quality.

“Banks should take the time to reflect on how they can improve their services. On behalf of our members, we thank customers for their continued feedback, which is essential for improving services,” said TBA’s Executive Director, Ms Tusekelege Joune, during an event in Dar es Salaam marking Customer Service Week.

Ms Joune highlighted the growth of the financial sector and expressed gratitude to the Bank of Tanzania (BoT) for its guidelines, as well as to the government’s policies under President Samia Suluhu Hassan.

“Banks have also been conducting research to improve services by offering products tailored to specific groups according to their needs,” she said.

Examples include issuing bonds targeted at groups such as women and youths, as well as clean energy bonds. She noted that banks are directing efforts towards providing products that support clean energy and environmental conservation, like green bonds.

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Additionally, Ms Joune pointed out that loan services have increased due to a favourable business environment and technological advancements that have made information more accessible.

She acknowledged the continuous improvement of services through digital technology, such as the introduction of digital loan services. She also mentioned that banks are supporting government projects like the Standard Gauge Railway (SGR), demonstrating their contribution to economic growth.

“The central bank has been a guiding force. For example, it has initiated training to develop experts who can deliver financial education to acceptable standards. We are continuing our campaign to provide financial education,” she added.

Ms Joune emphasised TBA’s role as a stakeholder in the country’s financial sector development strategy. Each year, the association allocates a week to deliver financial education in a selected region.

This year, the focus is on the Mbeya Region. “By investing in financial education, Tanzanians will be better informed before taking loans and using various financial services. TBA is committed to this cause. Financial inclusion will only be successful if financial education is prioritised,” she stressed.