Social Customer Service Review: Citibank

Citibank is the consumer division of financial services multinational Citigroup. Citibank was founded in 1812 as the City Bank of New York, later First National City Bank of New York.
Citibank is a global bank with 3,777 branch locations in 36 countries. In this post we will be looking at the global CitiBank.
CitiBank-logo
 
Element 1 – Tone of Messaging
The tone of messaging is formal.
Element 2 – Are they sending canned responses, without understanding the context?
Citibank does not seem to send a canned response. They responded after clearly understanding the context. The only drawback is that they do not allow customers to post on their Facebook page. As a result the posts on the page seems to have a lot of complaints which is unrelated to the posts.
Element 3 – Turnaround Time
Citibank has a turn around time of less than 30 minutes.
 
Element 4 – Is brand sending personalized replies?
The brand sends personalized replies.
Element 5 – Is brand following up on the complaints?
Consider the case of a customer complaint.
Citibank US
In this complaint the matter was followed up and resolved. The customer came back with a thank you note.
Citibank US 1
Element 6 – Is brand answering to all the queries?
No. Not all queries are answered. The bank selectively responds to queries.
Element 8 – Is brand sending duplicate replies?
No instance of duplicated replies.
In summary, as a customer complaining to the bank will be a bit confusing. Due to multiple handles, whether to tag @Citibank or @Citi or the dedicated customer care handle @AskCiti will be confusing. Also as mentioned earlier, customers were not allowed to post to the page. As a result the brand post received a lot of unrelated complaints as a comment to the posts.

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