Service Benchmark of PSU Bank- Should it take that much time

Benchmarks are in place. Bankers apply rules to their convenience. They apply different rules for different set of customers. If you are a net-worth individual, things happen over a cup of tea/coffee sitting in Branch Manager's cabin (hardly takes 5-10 minutes in completing the entire process). If you are considered as "pain in their neck", following Grahak Jago principle, they would apply different standards, quoting various rules for the delay. Its very difficult to understand the human dynamics. The same set of people grumbles if they were to put into similar situation elsewhere! You incentivise every operation of theirs, you see how they work.  Every branch should take compulsory feedback from the customers, before they leave, and the feedback provided should carry the name of the employee (how he / she treated them while banking), which should get summarised and the feedback about each employee should be marked (both negative and positive marking) which should be sent to be placed in their personal files for promotions etc.  For a set of positive feedback received in the scale of 10, they should device incentive scheme, which should be credited to their salary on a monthly basis, and if the negative feedback outweighs the positives in a year, time-scale promotion should be delayed for a year.  Such practice would help them serve you better!  You don't have a very strong grievance redressal for the customers in every bank - who has got time to go to consumer court with petty issues!