Research when conducted when rightly tends to give us an insight into what is going and there is one mistake that a lot of researchers probably make, which is depending on qualitative forms of research to get why people feel or think In a certain way or manner.
The lack of deep understanding and no deliberate exploration in how people really rate brands or products seems to have shown in Guarantee trust bank slow or non-response to people’s plight when messaged. So where are the accolades and ranking coming from? How is Guarantee Trust Bank (GTBank) one of the best on social media when the response to messages is that slow?
That tells you that the data provided by these research bodies are non-representative of the actual population.
There has been an outcry by users of social media about the lack of response by some of these banks whenever messaged. There are times they have to be tagged on people’s tweet before they reply.
A particular Twitter user named Tosin Olugbenga Tweeted,
“Dear 102, 483 followers, I want to simple announce to you that @gtbank is a useless bank and its help service @gtbank_help is the worst of all.
I sent them a DM yesterday around 2 pm…
Until I pasted the above message, no response…
How can a big bank like Gtbank be so stingy not to employ enough people to manage their social media platforms? This tweet sparked reactions from other people who told their stories and encounters with the bank thereby venting out their frustrations.”
Dear 102, 483 followers,
That's all for the TedTalk.
— Tosin Olugbenga (@TosinOlugbenga) February 11, 2021
If Guarantee Trust Bank seen as one of the best banks with a good online presence have this issues and people are advocating for them to employ more social media handlers, what this indicates is that if GTBank is the model for other banks to follow then there is a lot of transformation and digital investment that needs to be implemented by all the banks in that industry.
Banks should therefore think digital and build investments around it. They would need to employ more social media managers or work on identifying and solving the root causes of these issues that people are encountering.