KKM 15 Januari
Authored by Adriansyah Wijaya
Social Studies
9th - 12th Grade
Used 2+ times
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8 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Berdasarkan internal survey, kelebihan layanan Bank BTN adalah kecuali ....
Keramahan
Berusaha meningkatkan layanan
Kekeluargaan
Digitalisasi
2.
MULTIPLE CHOICE QUESTION
30 sec • 3 pts
Roadmap Layanan Bank BTN 2023-2025 diharapkan oleh BOC, BOD, dan BOD-1 akan menjadi, kecuali ....
Service Drive Sales
One Stop Solution
Customer Stickiness
Communication Allignment
3.
MULTIPLE CHOICE QUESTION
30 sec • 4 pts
Visi Layanan Bank BTN adalah
To deliver a reliable, uniquely differentiated, convenient service beyond customer expectations
To deliver a unreliable, uniquely differentiated, convenient service beyond customer expectations
To deliver a reliable, uniquely differentiated, convenient service below customer expectations
To optimize a reliable, uniquely differentiated, convenient service beyond customer expectations
4.
MULTIPLE CHOICE QUESTION
30 sec • 2 pts
Customer experience index adalah pengalaman pelanggan saat berbelanja atau berinteraksi dengan bisnis yang diukur melalui beberapa indeks, kecuali
Satisfaction Index
Loyalty Index
Stickiness Index
Engagement Index
5.
MULTIPLE CHOICE QUESTION
30 sec • 2 pts
Salah satu service gap yang ditemukan dari layanan prioritas Bank BTN adalah
Oversharing
Over-service
Outlet availability
Operational time
6.
MULTIPLE CHOICE QUESTION
30 sec • 5 pts
Salah satu program perbaikan layanan yang dijalankan dalam pilot project Roadmap Layanan Bank BTN 2023-2025 yang berkaitan dengan service recovery terhadap complaint nasabah adalah ....
BTN Care
Service Focus Squad
Solution-Centric Response Mechanism
FinEase Acceleration
7.
MULTIPLE CHOICE QUESTION
30 sec • 2 pts
FinEase Acceleration, Solution-centric Response Mechanism, Service-focused Squad, dan BTN Care merupakan program perbaikan layanan yang akan dilakukan dalam periode ....
Forever
Long-term
Mid-term
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