I went to ABSA Clearwater this morning and I was left very confused by their branch layout. I understand it is a concept branch that is why I want to give feedback to help them understand what they are doing wrong.
I don't understand why you have replaced the queueing system with the ticketing system. It is very confusing to be told to go sit down instead of wait in a queue like every other bank does. I also think that printing queue numbers like that is a waste of paper. Half of your teller numbers are hidden from where the customers sit waiting so they have to wander around trying to find the right counter.
I find the way you have to sit next to the teller too informal and it makes me feel uncomfortable. I go to a bank to do business not to be your friend. I will say however that the teller was very well dressed and very friendly and I liked that.
The English speaker that announces the ticket numbers is inconsiderate of your non-English speaking customers. You then go and hide the ticket number in the corner of a tiny screen that only a few of the customers can see.
The branch is supposed to look futuristic I think but it actually feels cold and unwelcoming in my opinion.
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