Scan, Rate, Transform: MTB Launches Digital Feedback Revolution for Customers!

Mutual Trust Bank PLC (MTB) has introduced an innovative QR-based Customer Feedback Solution designed to significantly enhance service quality and reinforce employee accountability across its nationwide branch network. The bank announced the development through an official press release issued on Sunday.

The new system has been jointly created by MTB’s Service Quality Department and the Digital Banking Division, reflecting the bank’s broader push towards smarter, customer-centric digital transformation. By combining technology with a real-time feedback mechanism, the bank aims to build a service culture that is more transparent, responsive, and tailored to customer expectations.

According to the press release, the system allows customers to instantly share staff-specific feedback by scanning a unique QR code assigned to each employee. This means customers will be able to evaluate service behaviour, professionalism, and satisfaction levels directly, without the need for physical forms or waiting in queues. The feedback will be monitored centrally to identify performance gaps and reward excellent service.

Bank officials said the newly launched system is expected to empower customers and motivate employees to maintain a high standard of service delivery. In addition, the real-time dashboard will help management take immediate actions in cases where improvement is needed, thereby strengthening overall operational efficiency.

The launching ceremony was inaugurated by Syed Mahbubur Rahman, Managing Director and CEO of Mutual Trust Bank PLC. He emphasised that the initiative represents a major step towards embracing modern digital tools that enhance the banking experience. Senior officials including Chowdhury Akhtar Asif, Additional Managing Director and GCRO; Md Bakhteyer Hossain, Deputy Managing Director and COO; Md Shamsul Islam, Deputy Managing Director and Group Head of Treasury; Usman Rashed Muyeen, Deputy Managing Director and Head of Credit Risk Management; and Rais Uddin Ahmad, Deputy Managing Director, CAMLCO, and Company Secretary, were also present.

With this launch, MTB aims to position itself as a leader in digitised customer engagement in Bangladesh’s banking industry. The initiative aligns with the bank’s long-term goal of building a culture of accountability and offering superior service experiences to its growing customer base.