High-touch service is key to North Shore Bank’s brand. As such, we launched a new customer survey on Monday, to help us find out what we’re doing well and should build on, and where we could improve our service to offer a better experience.

After a customer performs a transaction at one of our branches, an automated system sends a survey invitation. Customers will receive a survey invitation only once every six months, and in some markets will be given the option to choose an English or Spanish version of the survey. The short, six-question survey can be completed on a desktop computer, tablet, or smartphone.

Besides giving customers the opportunity to rate the overall service and environment of the branch, the survey also lets them recognize individual employees for their excellent service.

“In the first three days since the new survey was launched, about half of the customers who have responded have chosen to recognize someone for their service,” reported Craig Witz, VP, branch sales. “One of my favorite things to do is to read all of those recognitions of our employees!”

Craig also reiterated how important customer surveys are to bank leadership.

“We read every survey response that is sent,” he said. “Changes have been made to bank programs and policies as a result of customer feedback. Our focus on ease of doing business with us means that customer feedback is critical to shaping priorities for the upcoming months.”

Want to see the whole survey? Search Ask Seymour for “2019 Teller Transaction Survey.”