Throw me on the pile of people who don't love that tip. I'll go a step further and say, if that's the best remediation policy a large bank can offer, they're in a really bad spot.
As a consumer, I like my financial services to come in one of two flavors: Completely automated and self-service, or very personal.
Because I want to either never have to pick up the phone, or I want to know that, when I pick up the phone, ring straight through to a knowledgeable and empowered professional, instead of waiting on hold for 30m before getting some call center drone.
Any company where keeping a handle on customer service involves a signal having to filter through a CRM system and multiple layers of whatever-else-is-going-on-in-there is in neither of those camps: They aren't sufficiently automated and streamlined to give the hands-off experience, but they are also too bureaucratic to allow their customer-facing staff to offer a good hands-on experience.
And I just ain't got time for wallowing in some Goodhart's Law quagmire like that.
As a consumer, I like my financial services to come in one of two flavors: Completely automated and self-service, or very personal.
Because I want to either never have to pick up the phone, or I want to know that, when I pick up the phone, ring straight through to a knowledgeable and empowered professional, instead of waiting on hold for 30m before getting some call center drone.
Any company where keeping a handle on customer service involves a signal having to filter through a CRM system and multiple layers of whatever-else-is-going-on-in-there is in neither of those camps: They aren't sufficiently automated and streamlined to give the hands-off experience, but they are also too bureaucratic to allow their customer-facing staff to offer a good hands-on experience.
And I just ain't got time for wallowing in some Goodhart's Law quagmire like that.