Results of the latest North Shore Bank Relationship Survey are out, and, as usual, our customers had a lot of great things to say! Several key metrics improved in the annual customer survey, including net promoter scores, the likelihood that customers will maintain their relationship with us and turn to us for their next financial product, and overall service satisfaction. 

Customers credited our team for being responsive, focused on helping and providing proactive and educational support. They also noted that bank staff members are trustworthy and reliable and provide strong customer support. They said the bank has technology solutions that work for them and effectively uses financial tools.

“We had some really good results,” Sue Doyle, SVP of Retail Banking, said. “Our customers think our people are outstanding.”

However, Sue said there’s always room to improve. The survey revealed that customers feel the bank could do more to provide personalized solutions. Even when problems were ultimately resolved, some customers noted that they thought the bank could do better. As a result, this will be an area of focus moving forward.

“The takeaway is that we should be doing more in offering personalized solutions for customers, whether it be problem resolution or just working with them in general,” Sue said. “Personal solutions are the biggest driver for customers to feel even better about the bank. They were highly important to them. We should continue to focus on this area, and it will help us move the needle beyond where it is today.” 

To see a summary of the survey results and read more about the focus on opportunities to grow and improve, click here.