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Our Annual Client Experience Survey

Now in its third year, our annual client experience survey launches every May with a focus on addressing the specific issues our clients may be facing. Your feedback provides invaluable insights that guide us in continually enhancing the products and services offered by the bank.

Looking at our 2023 results

To which degree do you feel confident in the personnel at Trusted Novus Bank?

Where 10 is 'Highly trust and 1 is 'Not at all'.

How satisfied are you with the contact you have with your Relationship Manager / Account Manager? 

Where 10 is 'Extremely satisfied' and 1 is 'Not at all satisfied'.

How likely are you to recommend TN Bank to your family and friends? 

Where 10 is 'Extremely likely' and 1 is 'Not at all likely'.

Please note - the above scoring is the average score per question

What does the survey look into?

The survey consists of 10 questions, related to products and key services including the service provided by our staff.

We also look into our Net Promoter Score which currently stands at 70%, indicating strong client satisfaction and loyalty.

Key feedback areas in 2023

Improving communication with clients

Contingency Planning, ensuring clients are serviced correctly

Digital solutions for card products & services

Timely Market Updates

 

“Efficient, knowledgeable, helpful, supported, valued,  happy, personal, excellent, great, satisfied”.

These are some of the words used by our clients to describe their experience with us. 

Meet the team behind the survey:

Anna Burcharth, Administrative Intern

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Matthew Martinez, Product Developer

matthew.martinez@trustednovusbank,gi

Christine Bassadone, Head of Personal Banking

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Natalie Masetti, Corporate Relationship Manager

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Silvia Salado, Manager of Personal Banking

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Catherine Costa, Cards Transaction Specialist

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Tracy Lee, Private Banking Business Developer

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In store for 2024

Our annual survey will be launched to all clients mid-May and be available for 3 weeks with the results expected to be released in September. If you would like to provide any feedback or would like to complete the survey please email This email address is being protected from spambots. You need JavaScript enabled to view it..