Public sector lender State Bank of Mysore is keeping the concern of customer satisfaction at its utmost priority. In order to adhere to customer grievances in a quick and better manner, the bank has adopted the SMS technique of grievance notification.

All that an aggrieved customer has to do is to type 'UNHAPPY' and send it via SMS to a number given by the bank for this very purpose. In response to the text message, a reply message confirming the receipt of the text along with a complaint number is given to the customer.

Speaking on the issue, MD of the bank, Mr Dilip Mavinkurve said, "The ‘SMS Unhappy' project is one of our measures to ensure a customer-friendly grievance redressal mechanism. It envisages a simple, paperless means to facilitate our customers to represent their complaints for an early and economical resolution."

A special control room has been designed for this purpose wherein the complaint of the customer is lodged. This control room is called 'happy room'.