The topic of automation’s impact on banking service quality is becoming increasingly relevant in IELTS Writing Task 2. Based on recent trends, we can expect this theme to appear more frequently in future exams. Let’s explore a sample question that closely resembles real IELTS tasks:
Some people believe that the increased use of automation in banks has improved the quality of service for customers. Others argue that it has led to a decline in personal customer service. Discuss both views and give your own opinion.
Analyzing the Question
This question asks us to consider two contrasting viewpoints on how automation has affected banking services. It requires us to:
- Discuss the positive impacts of automation on banking service quality
- Explore the negative effects on personal customer service
- Provide our own perspective on the issue
Let’s examine sample essays for different band scores to understand how to approach this task effectively.
Sample Essay 1 (Band 8-9)
The banking sector has undergone significant transformation due to the integration of automation technologies. While some argue that this shift has enhanced service quality, others contend that it has diminished the personal touch in customer interactions. In my opinion, automation has largely improved banking services, although there are valid concerns about the reduction in face-to-face interactions.
Proponents of automation in banking highlight several key benefits. Firstly, automated systems have dramatically increased the speed and efficiency of transactions. Customers can now perform a wide range of banking operations, from balance inquiries to fund transfers, within seconds through mobile apps or ATMs. This 24/7 accessibility has eliminated the need to wait in long queues during limited banking hours. Moreover, automation has significantly reduced human errors in financial operations, enhancing accuracy and reliability in services such as loan processing and account management.
On the other hand, critics argue that the rise of automation has led to a decline in personalized customer service. Many customers, particularly older generations, value face-to-face interactions and find it challenging to adapt to digital platforms. The reduction in human staff has also meant fewer opportunities for customers to receive tailored advice or discuss complex financial matters in person. This can be particularly problematic when dealing with sensitive issues or making important financial decisions that require nuanced understanding.
In my view, while the concerns about reduced personal interaction are valid, the benefits of automation in banking significantly outweigh the drawbacks. The improved efficiency, accuracy, and accessibility of services have undeniably enhanced the overall quality of banking for the majority of customers. However, banks should strive to maintain a balance by offering personalized services for those who prefer human interaction, especially for complex transactions or financial planning.
In conclusion, while automation has transformed the banking landscape, its impact on service quality has been largely positive. The key for banks moving forward is to harness the benefits of automation while still providing options for personal service to cater to diverse customer needs and preferences.
(Word count: 377)
Essay Analysis (Band 8-9)
This essay demonstrates excellent qualities that align with Band 8-9 criteria:
Task Response: The essay fully addresses all parts of the task, discussing both views and clearly stating the writer’s opinion.
Coherence and Cohesion: Ideas are logically organized with clear progression. Paragraphs are well-linked, and cohesive devices are used effectively.
Lexical Resource: A wide range of vocabulary is used accurately and appropriately. Complex phrases like “integration of automation technologies” and “nuanced understanding” showcase advanced vocabulary.
Grammatical Range and Accuracy: The essay uses a variety of complex structures accurately. Sentences like “While some argue that this shift has enhanced service quality, others contend that it has diminished the personal touch in customer interactions” demonstrate sophisticated grammar.
Sample Essay 2 (Band 6-7)
Nowadays, banks are using more machines and computers to do their work. Some people think this makes banking better for customers, but others say it makes the service less personal. I will discuss both sides and give my opinion.
On one hand, automation in banks has made many things easier and faster. Customers can now use ATMs or mobile apps to check their balance, transfer money, or pay bills at any time. This means they don’t have to go to the bank during working hours or wait in long lines. Also, machines don’t make mistakes like humans sometimes do, so things like counting money or calculating interest are more accurate.
However, there are also downsides to having less human interaction in banks. Some people, especially older ones, find it hard to use new technology and prefer talking to a real person. When customers have complicated questions about loans or investments, they might not get good answers from a machine. Also, if there’s a problem with their account, it can be frustrating to deal with automated phone systems instead of a human who can understand their specific situation.
how automation improves banking efficiency
In my opinion, I think automation has mostly made banking services better. It’s much more convenient for most people to do their banking quickly and easily. But I also think banks should still have some staff available to help customers who need personal assistance or have complex issues.
To conclude, while automation has brought many benefits to banking, it’s important to find a balance between using technology and providing personal service. Banks should try to use machines for simple tasks but keep human staff for more complicated matters.
(Word count: 292)
Essay Analysis (Band 6-7)
This essay demonstrates qualities that align with Band 6-7 criteria:
Task Response: The essay addresses all parts of the task, presenting both views and the writer’s opinion. However, the ideas could be developed further.
Coherence and Cohesion: The essay is generally well-organized, but the use of cohesive devices is sometimes repetitive (e.g., frequent use of “also”).
Lexical Resource: There is a sufficient range of vocabulary, but it lacks the sophistication of higher band scores. Some attempts at more complex vocabulary are made, such as “automated phone systems“.
Grammatical Range and Accuracy: The essay uses a mix of simple and complex sentences with generally good control. There are some attempts at more complex structures, but they are not always successful.
Sample Essay 3 (Band 5-6)
In today’s world, banks use many machines to do their work. Some people think this is good for customers, but others think it’s bad. I will talk about both sides.
Machines in banks can do many things fast. People can get money from ATMs anytime. They can also use their phones to check money and pay bills. This is easy and quick. Also, machines don’t make mistakes like people do sometimes.
But some people don’t like machines in banks. Old people find it hard to use new things. They like talking to real people in banks. When people have big questions about money, machines can’t always help. It’s hard to fix problems with machines too.
impact of digital technology on banking
I think machines in banks are mostly good. It’s easy for me to use my phone for banking. But I think banks should also have people to help when we need them.
In the end, machines make banking faster, but banks should also have people to help customers who need it.
(Word count: 170)
Essay Analysis (Band 5-6)
This essay demonstrates qualities that align with Band 5-6 criteria:
Task Response: The essay addresses the task but in a simple and limited way. The writer’s opinion is present but not well-developed.
Coherence and Cohesion: The essay has a basic structure, but paragraphing is not always logical. Simple linking words are used, but cohesion is often achieved through repetition.
Lexical Resource: The vocabulary is limited and repetitive. There are attempts to use topic-specific words like “ATMs”, but the range is narrow.
Grammatical Range and Accuracy: The essay relies heavily on simple sentences. There are some attempts at complex structures, but errors are frequent.
Bank customer using ATM service
Key Vocabulary to Remember
Automation (noun) – /ˌɔːtəˈmeɪʃn/ – The use of automatic equipment in a manufacturing or other process or facility.
Efficiency (noun) – /ɪˈfɪʃnsi/ – The state or quality of being efficient.
Personalized (adjective) – /ˈpɜːsnəlaɪzd/ – Designed or produced to meet someone’s individual requirements.
Accessibility (noun) – /əkˌsesəˈbɪləti/ – The quality of being able to be reached or entered.
Integration (noun) – /ˌɪntɪˈɡreɪʃn/ – The action or process of combining two or more things in an effective way.
Nuanced (adjective) – /ˈnjuːɑːnst/ – Characterized by subtle shades of meaning or expression.
Tailored (adjective) – /ˈteɪləd/ – Made, adapted, or suited for a particular purpose or person.
Transformation (noun) – /ˌtrænsfəˈmeɪʃn/ – A thorough or dramatic change in form or appearance.
Interaction (noun) – /ˌɪntərˈækʃn/ – Reciprocal action or influence.
Reliability (noun) – /rɪˌlaɪəˈbɪləti/ – The quality of being trustworthy or of performing consistently well.
Conclusion
The impact of automation on banking service quality is a complex and relevant topic for IELTS Writing Task 2. By understanding how to approach this question at different band levels, you can better prepare for similar tasks in your exam. Remember to discuss both viewpoints, provide relevant examples, and clearly state your own opinion.
To further improve your skills, try writing your own essay on this topic and share it in the comments section below. This practice will help you refine your writing and receive feedback from others. Additionally, you might encounter similar questions in future exams, such as:
- How has digital technology changed the way people interact with banks?
- Do the benefits of online banking outweigh the risks?
- Should banks invest more in digital services or maintain traditional branch networks?
the role of artificial intelligence in customer service
Practicing with these topics will enhance your ability to tackle a wide range of questions related to technology and banking in your IELTS Writing Task 2.