ICICI Bank, don’t make your customers’ life more difficult

Even when companies deploy latest technology which can make customer’s life really easy, the same companies can find ingenious ways to unnecessarily irritate a customer and make their experience unhappy.

ICICIBank.com’s Netbanking has a weird virtual keybaord layout instead of the traditional and highly familiar ‘qwerty’ layout. What is the logic behind this stupid design of keyboard layout which keeps the customer fumbling for keys?

The Account Summary statement display has the same column for Cr and Dr. So you keep searching what is Deposited and what is Withdrawn. How much time does it take to write few lines of software code to separate two columns for Cr and Dr or Deposit and Withdrawal? And contrast it with how much time it will save for your customers?

ICICI Bank, is this your way to prove you have “Khayal Aaap ka” in your approach?

Bad. Grow up.

Author: Sanjay Shah

Sanjay is the author of "Business Management Simplified" which provides Practical, Actionable Solutions for Entrepreneurs. It is an all-in-one guidebook to start, run and grow a small and mid-size business to the next level. He is also an SME Business Coach, Seminar Leader and Motivational/Keynote speaker, Sanjay is based in Mumbai (India). He advises many businesses on Strategy, Leadership, Marketing, Branding, Customer Experience Management and Organization Development. He conducts various self-help seminars and workshops for companies and groups in English, Hindi and Gujarati. For more info, visit : www.SanjayShahSeminar.com

2 thoughts on “ICICI Bank, don’t make your customers’ life more difficult”

  1. Dear Mr. Shah,

    We are sorry to hear about your experience. Please send us your contact details at care@icicibank.com and our official will get back to you soon to assist you. Kindly refer ‘46798771’ in the subject line.

    ICICI Bank Customer Service Team.

  2. Dear Sanjay,
    The virtual key board on net banking applications are for our safety. As you will notice that every time you log in the keys are placed differently. This is to assure that even spy software loaded on our pc can not track the password as it is not a qwerty key board.
    The other concern raised is genuine and the bank must modify its display.

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