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| May I make a simple admission. That even as we do our job at ICICI Securities, we too largely remain customers ourselves of companies that sell products and services. |
| Which is why I really must request you to believe when I say that your feedback is extremely valuable. The reason I brought this up is because a big brand is sometimes seen by customers as one which does not really pay heed to them. In our case, I promise you that we do. |
| Naturally we receive customer feedback in thousands every month. This is to state honestly that we read each one and that a good part of my day goes in doing so, while the rest of it goes in trying to make our organisation delight customers. |
| Accordingly my team and I in Customer Service & Quality analyse each feedback and discuss it with actionables with other seniors at ICICI Securities. This we believe is a big part of our job. We are conscious that one highly satisfied customer sends us many more, besides making our day. More than that, we are a company that has actually taken customer feedback to even modify our pricing. To refer to this, click here to see how we designed our mutual fund pricing with your help. |
| To give you a few examples of how we try to be useful to you and to your trading / investing experience : |
| Now...if you visit the portfolio page, you will notice a link on the top...Capital Gains...click on this to know the Capital gains that you had in the last financial year as far as your equity transactions are concerned. I am sure you will find the report very helpful while filing your Income Tax returns. Please do familiarise yourself with the module through the Faqs given on the page. |
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| Please also note two new features which will help you be in touch with the markets: |
 | The ICICIdirect.com Heatmap gives you a snapshot of the performance of stocks, | | | sector wise, during the day...move the cursor on the stocks and you will find the intraday chart | | The e Marketwatch will enable you to monitor 15 stocks of your choice live...the way | | | you always wanted to. Please update the stocks you wish to monitor (update at Customer Service Page > Services>Define e Marketwatch) and click e Marketwatch to enjoy the new trading experience | |
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| The Insta Help tool on our customer service page has been updated with top queries that we get at our call center. This is to ensure that there is an answer available to your queries and issues instantly. |
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| In case you have forgotten your password, you can now re-generate the password online in three simple steps. The process has been made more user friendly while maintaining the security of the account. |
| These were the top few changes that customers had written back, asking for....and here they are. |
| Over and above in the last two months we made over 20 small changes on our site...including 6 "Back Buttons" on various pages to increase the site usability. |
| Now if you are wondering what prompted this mail from me, then this too is on account of customer feedback. One customer wrote to me asking me if I did indeed read his mail personally! |
| Trust me I did. And trust me I always do. |
| So do write in and put the pressure of performance on us. We welcome it. We really do. |
| Best regards, |
Abhishake Mathur
Head - Customer Service & Quality |
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