Chowdhury, Md. Hasan MaksudMahmud, Muntakim2025-07-142025-07-1420252025-06ID 21304063http://hdl.handle.net/10361/26469Cataloged from the PDF version of internship report.Includes bibliographical references (pages 98-101).This internship report is submitted in partial fulfillment of the requirements for the degree of Bachelor of Business Administration, 2025.This internship report presents an overview of the practical experiences gained at The City Bank PLC under the Customer Experience Department. The focus was on grievance management, service quality monitoring, and process improvement initiatives. Key responsibilities included handling customer complaints, preparing audit reports, analyzing Net Promoter Score (NPS) data, and contributing to digital transformation efforts. The report also addresses operational challenges, particularly related to the Citytouch app, and evaluates its impact on customer retention. Insights gained from the internship have deepened understanding of customer-centric banking practices, data-driven decision-making, and compliance in the financial sector.101 pagesenBRAC University internship reports are protected by copyright. They may be viewed from this source for any purpose, but reproduction or distribution in any format is prohibited without written permission.Customer experienceGrievance managementCitytouch appProcess improvementDigital bankingNet promoter scoreBanks and banking--Bangladesh.Online banking.Consumer experience.Grievance procedures.Internship Report