satisfaction survey conducted by the Bank of Israel: Bank Yahav leads in the customer satisfaction survey

The satisfaction survey conducted by the Bank of Israel among the banks' customers from the bank where their account is conducted reveals that Bank Yahav leads in the customer satisfaction survey, followed by Bank Mizrahi Tefahot. In third place in the satisfaction survey is Mercantile Bank and in fourth place is Discount Bank. In fifth place is the International Bank and in sixth place is Bank Hapoalim.
In the last and disappointing place is Bank Leumi, which deteriorated this year in the customer satisfaction survey, and while 54% of Leumi customers reported in 2019 that they were satisfied with the bank, this number dropped to 51%.
As for the ranking itself. While Bank Yahav is a smaller and more flexible bank, its customers are more satisfied, followed by Mizrahi Tefahot Bank, which is trying to put service at the top of its priorities and has therefore developed a hybrid product of branch banking with direct and digital banking. Bank Hapoalim is the largest bank in the country and hence its friction with a wider range of population is greater and therefore it is likely that some customers are not satisfied with the service provided to them.
At the same time, Bank Hapoalim is at the peak of a process that is changing the way it provides its service and while the bank's branches are closing, it is trying to expand its digital services to customers and this process is very complex.
The International Bank is one of the most interesting in this process. International is considered a small but central bank when it comes to capital market activity and complex financial activity and therefore it seems that customers who do not need these services are not exploiting its power in these services.
One way or another, the international itself has recently undergone a process of accessing services to its customers and therefore it is estimated that the better the international reflects its capabilities to customers, they will also be able to make more intelligent use of these services and their satisfaction will increase. In the service index in branches, by the way, the International Bank leads the rating of customer satisfaction.
The survey of bank customers' satisfaction with the system is very important for the supervision of the banks that use this survey, among other things, to understand how accessible the banking services (probably basic) but not only, to the general public so that economic life in the 21st century is easier, more accessible And more digital and the results of this survey can even improve the banking service that is necessary for a normal economic life in the 21st century.
A statistic worth noting in the banking system is the fact that 8% of bank customers reported disparaging treatment they received at branches and that's a lot. It should be remembered that while the Supervisor of Banks has nothing to do with a "disparaging attitude" but in an era of increasing competition in the banking system, banks would do well to instruct branch employees not to disregard customers mainly because the days when bank officials thought they were income tax ended And take advantage of the reforms formulated by the Bank of Israel to pass Bank.R. by the alternative means that the Bank provides them.