Our annual client experience survey, now in its second year, launches every May to look into the specific issues clients may be having. This feedback will provide us with a great insight that we can use in our ongoing improvements of the Bank’s products and services.
We would like to thank all of our clients that took the time and effort to reply to our survey. We are committed to listening to our clients and improving our services as a direct result of their feedback.
Lisa Celecia, Marketing & Communications Coordinator, Catherine Costa, Cards Transaction Specialist, Natalie Masetti, Corporate Relationship Manager, Christine Bassadone, Head of Personal Banking, Silvia Salado, Personal Banking Manager and Matthew Martinez, Product Developer.
The survey consists of 9 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 an 8.4.
Lack of transparency
The results show that our employees do an amazing job when assisting the clients with their banking needs. The question “How satisfied are you with the contact you have to your Relationship Manager/Account Manager?” scored 9.2 on a 10-point scale!
The words used to describe satisfaction levels with employees are the following; “very good, brilliant, efficient, responsive, personable, afterhours, amazing, excellent, great, satisfied, perfection”.