Foreign lender Standard Chartered Bank has inclined towards using social media tools like facebook and twitter to reach out to customer grievances and feedback at a faster and effective pace.

With increasing usage of these websites by customers for a major part of the day, the bank has targetted that they will be an apt medium to bring improvement in customer service.

Saying that the need to know the customers' thought process regarding the bank, Ms Jaya Vaidhyanathan, Executive Vice-President and Head of Technology and Strategic Transformation at Scope International Pvt Ltd. said, "It could be good or bad we need to react immediately."

Scope International is the global technology solutions provider of the bank.

"Social media is a powerful medium to ignore. Some of our competitors are also testing this medium, which will also help us to reach the GenY (young people aged between 15 and 25)," she said.