Trinidad and Tobago

There has also been a clear concentration on the provision of a customer care facility, renewed focus on a sales and service model in the branch network that is geared to meeting the varied needs of the bank’s customer segments.

Independent customer satisfaction surveys in Trinidad and Tobago have rated Republic Bank the number one bank for customer satisfaction. The group operates the largest ATM network with the highest uptime rate. The ongoing programme of customer feedback panels, which informs the bank of customers’ changing needs, also helps deepen the relationship with customers and makes the service offerings more relevant to their needs. Republic Bank has also been active in the international arena.

Last April, the bank consolidated its position in the offshore banking business of the Cayman Islands through the acquisition of Dextra Bank and Trust Co. It also completed a re-branding programme in Guyana and Grenada.

“Service excellence remains our competitive advantage and we have been able to maintain our premiere position in a very competitive Trinidad and Tobago market through constant attention to customer care and customer value that are closely linked to many of our initiatives,” says general manager David Dulal-Whiteway.

“Our sound structure follows a customer-focused strategy that allows us to anticipate the needs of our customer segments and develop appropriate products and services to satisfy those varying needs. The results of this customer-focused philosophy speak for themselves.”