SBI Executive Summary

State Bank of India (SBI) is one of the largest banks in India and has been in operation for over
200 years. Over the years, SBI has shown consistent growth in terms of its Profit After Tax (PAT)
and customer service.
In terms of PAT, SBI has consistently posted strong financial results over the past few years. In
FY2020-21, SBI reported a consolidated PAT of Rs. 20,410 crore, an increase of 40.9% over the
previous year. This growth can be attributed to the bank's focus on improving asset quality,
reducing operating expenses, and increasing retail lending. Additionally, SBI has also been
successful in managing its Non-Performing Assets (NPA) ratio, which has decreased from 4.98%
in FY2019-20 to 4.20% in FY2020-21.
SBI's customer service has also been a key driver of its success. The bank has been able to
maintain a high level of customer satisfaction by providing a range of banking products and
services, including digital banking solutions, that cater to the diverse needs of its customers. SBI
has also been proactive in implementing customer feedback, which has helped improve its
overall customer experience. In fact, in a survey conducted by the Indian Banks' Association
(IBA), SBI was ranked as the best public sector bank in terms of customer satisfaction in FY2020-
21.
In conclusion, SBI has shown consistent growth in its PAT and customer service over the years,
thanks to its focus on improving asset quality, reducing operating expenses, and increasing
retail lending. Additionally, SBI's emphasis on digital banking solutions and customer feedback
has helped the bank maintain a high level of customer satisfaction.