KARACHI: Fed up with a growing number of customer complaints, the National Bank of Pakistan (NBP) is planning to revamp its system particularly related to branch timings, ATM-related issues and frequent link breakdowns.

“The system is not working well. We have decided to bring improvements and address the issues within three months,” NBP President Saeed Ahmed told Dawn on the sidelines of a conference organised by the bank on Saturday.

The conference, whose theme was “Happy Customers – Our Success”, was attended by 100 regional managers of the bank from across the country and top officials from the head office.

“Just three months after taking charge of the NBP, I came to know there are many problems regarding customers. This conference is aimed to address those problems,” Mr Ahmed said.

He said that he would consider his job incomplete if even a single customer of the NBP was unhappy and not satisfied with the institution’s service level. Superior customer service was the key to success, ultimately translating into higher business volumes and resulting growth in profitability, he said according to a bank statement.

The bank’s account holders have frequently complained that in most branches, the system either doesn’t work or it works only partially in the first week of each month when hundreds and thousands of employees withdraw their salaries.

On ATM-related issues, Mr Ahmed said the problem has been identified and would be resolved in the next two months. He said complaints about branches and their timings have also been discussed and would be addressed soon.

When asked about why the bank hasn’t yet put thousands of customers’ accounts online, the NBP president assured that all the accounts would be upgraded as soon as possible.

Published in Dawn, July 16th, 2017