By Jude Lengell, Vice President, Deposit Operations

The Customer Support Center annual survey gave us great feedback from all of our internal customers. We realized a 73 percent response rate, with an almost equal split of respondents between the branches and the departments. And the survey says … that the overall rating for the CSC department jumped to 98 percent this year. That is a 1 percent increase from last year. In fact, we had been at an overall satisfaction rating of 97 percent for the past two years, so the jump this year was exciting to see.

Included in the survey questions are the four SOAR attributes. Below are the results.

We also received some valuable comments and suggestions. We heard from several internal customers that we need to have more bilingual representatives available to speak with external customers. We have since worked out a short-term solution, but realize that this will continue to be a growing challenge throughout the bank — we will continue to work toward a long-term solution with the help of other departments. We also received comments about the need for a faster method of finding information in many of our resources. A solution is now being reviewed that will not only help all internal employees, but that will also allow our external customers to get to information faster on their own.

We received over 200 special recognition comments, and we appreciated each and every one of them. The entire CSC team is very proud of the service and support we provide daily. We are also appreciative and value the teamwork shared among all the areas of this great company. Thanks to all who took the time to complete the survey, and thanks for continuing to be exceptional internal business partners.