The bank will resume internal employee surveys in August, after suspending surveys as we adjusted to changes in the workplace caused by the COVID-19 pandemic. Every few weeks, an internal survey will be sent out by a department asking their fellow employees to help measure how well the department delivers “SOAR Together” service qualities internally.

Employees will be asked to provide a rating based on their experience of how easy it is to do business with the department. Answers should be based on our four service principles:

Smile and create a positive first and lasting impression that shows care and appreciation.

Offer personalized solutions based on the needs of the customer.

Actively listen to hear and understand the customer’s needs and goals.

Respond promptly and knowledgeably with answers that build confidence and trust.

Thank you for your participation and providing the feedback that helps us achieve more together! —Sue Doyle, SVP, head of retail banking