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Brazilian banks to conduct client satisfaction surveys under new regulations

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Brazilian banks to conduct client satisfaction surveys under new regulations

Brazil's national monetary council has approved a resolution requiring local lenders to perform client satisfaction surveys in order to evaluate the performance of their ombudsmen, Banco Central do Brasil said in a statement.

The central bank plans to publish regulations in the coming weeks outlining procedures for how credit providers should evaluate their ombudsmen and how frequently they must share the findings with the central bank. The new rules will take effect in July.

In its statement, the central bank noted that some lenders are already analyzing the quality of services provided by their ombudsmen, but the new rules will streamline the process and help the central bank aggregate the results of the surveys.

The results will be used to inform the central bank's ombudsman quality ranking system, which was set up in November 2017.