Customer satisfaction surveys often present a double-edged sword. On one side, you really do want to know how customers feel about your performance. On the other side, you can get hurt by what you learn about customers’ feelings.
Regardless, the survey is one of the most important things we do at our bank to know how we can improve, and what we’re doing well.
Our survey is conducted every two years via e-mail. We use a representative sample of business and personal account customers, and use a third-party survey research company to collect and assemble all the data.
We do this to ensure the information we receive is accurate, valid and reliable. Then we anxiously await the results to see exactly how we’re doing.
As you’ve already read in our lead story, we did pretty well this year. In fact, we did extremely well. Our customers are happy, and we are delivering the services they want and need.
It’s one thing to deliver service with a smile, but if that service is not what a customer wants, all the friendly faces in the world won’t keep that customer happy. That’s why we are so pleased to know we are giving our customers what they want, when they want it, and with a smile.
So we’ll keep trucking along, doing what we do best. And occasionally we’ll stop to ask our customers how we’re doing.
By the way, the smiles come at no extra charge.