Our Annual Client Experience Survey

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.

Meet the Client Experience team here at TNB:

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.

What does the
survey look into?

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.

Main areas of feedback for 2022

Telephony
Lack of transparency
USD issues

Other 2022
results:

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”.

In store for 2023

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 fill out the survey please email This email address is being protected from spambots. You need JavaScript enabled to view it..