Lloyds TSB is to use technology from Brickstream Intelligence to monitor customer service levels in branches and provide daily Web-based feedback to managers.
Brickstream Intelligence for Service delivers daily scorecards on the Web to branch managers about customer service in the branch - translating video images about customer queue lengths, wait times, transaction times, and abandonment rates. Branch managers use the information to ensure high levels of cashier availability and short customer wait times during peak periods.
Initially deployed in a handful of pilot branches in late 2003, Brickstream says the technology increased service speeds by 25% and improved customer satisfaction by five per cent. Based on the trial results Lloyds TSB has decided to extend Brickstream to other parts of the branch network, initially in the London region.
Phil Nunnerley, director of operations, distribution, Lloyds TSB, says: "Brickstream technology will help ensure our branch managers have timely, accurate knowledge at their fingertips, and allow us to continue to improve the service we provide our customers."
The deal confirms a trend among UK banks to re-invest in their branch networks after years of cutbacks and closures. It follows yesterday's announcement from Barclays Bank that it intends to cut 800 back office support jobs and recruit 1000 new customer-facing branch staff.