Bpi Service Quality Audit

Bank Service Quality Audit – BPI España UST

1. Product Elements (O)

- I went to BPI España UST at 9:30 am to make an over-the-counter deposit transaction which only took me around 7 minutes for the whole process inside the bank. I deposited 500 pesos to my friend’s account. The place was spacious and clean. They also have couches provided in the middle of the place where customers can sit comfortably while waiting for their number to be called. The aircondition was working well also. They have 6 available counters which make the queue move faster and service more efficient because more customers are served at the same time. They also have 3 BEA touch-screen machine where you can enter the transaction data, the needed service and then get a queue number. They also have this monitor screen where you can check the queue numbers currently served by each counter. Also, the place was not crowded during that time. They also have a security guard who checks the bags of the clients going inside the bank and CCTV cameras. Also, I can say that the place is very secure because you are not even allowed to talk to someone on the phone while inside the bank.

2. Price and Other Cost Consideration (O)

- The service was completely free of charge. I only needed to make a transaction to be able to go inside the bank. Also, I did not spend any transportation cost because it was just few meters away from my condo.

3. Place, Time and Cyberspace (O)

- The branch is located at España corner Moret Street, Sampaloc, Manila, just a 100-meter walk away from my condo. They are open from 9am-4:30 pm, from Monday to Friday. They also have very active websites (bpiexpressonline.com, bpiexpresslink.com, bpitrade.com, bpihousingloans.com) where you can check information about them, the services they offer and even make online transactions. They also have their own application where you can acquire different phone banking services.

4. Promotions and Education (VS)

- They have a couple of posters displayed on their walls. They also have brochures placed on some of the counters. Also, near the couch/waiting area, they have this tall brochure stand where all of the brochures are stored and displayed. They are also active on social media sites such as Facebook and Twitter where you can check on their services, promos and mostly informative banking process ads.

5. Process (O)

- The process was really fast, smooth and hassle-free. I walked a few meters away from my condo to the bank. When I entered the bank, I went straight to the withdrawal machine to withdraw some money. Afterwhich, I went to the BEA machine and entered the details of the transaction and got my queue number. There were no lines for both the withdrawal