Laurie Lunde
By Lauri Lunde, District Manager
In March and April, the Metro South District* invited internal customers to take the internal SOAR Together survey and rate their satisfaction with the service they’ve received from our branches. We received 304 responses to the question “How easy was it to do business with the branch?” Ratings were on a scale of 1 to 7, where 1 meant “Not easy to work with” and 7 meant “Very easy to work with.”
I am proud to announce that Metro South scored 6.45 overall. The highest-scoring branches were Brookfield Square and Muskego, both at 6.67.
The survey also asked if the respondent wanted to recognize a particular person in the Metro South District, and we received 161 of these employee recognitions. Brookfield Square received the most (42), and Muskego came in second (21).
It was hard to pick just a few, but these recognitions are representative of all of the great comments we received:
“I would like to recognize three amazing team members at Brookfield Square: area branch manager Maria Baumer, assistant branch manager–sales Karina Soto Ochoa, and universal banker Shannon Quinn Jr. All three have a great work ethic and continue to demonstrate what we strive for at NSB, and are very pleasant to talk to and on top of anything that comes across their plate.”
“Teller Sara Speich, teller supervisor Mel Grode, and branch manager Danielle Hansen at Muskego are all perfect examples of what NSB employees should be, in their respective positions.”
“Personal banker Karen Alvarado at Jackson Park — you can literally hear her SMILE through the phone.”
We also received 208 comments on the ease of doing business with Metro South branches. Brookfield Square received the most comments (50). All comments are being reviewed and action plans put in place to address the feedback where necessary.
These outcomes demonstrate without a doubt how much our branches care for our internal customers. We’re grateful to everyone who completed the Metro South District internal SOAR survey — your feedback is greatly appreciated and will be shared with the entire district.
*Metro South District branches are: Brookfield Square, El Rey, Forest Home, Franklin, Greendale, Jackson Park, Muskego, New Berlin, Southridge, Southwest, Wauwatosa, and West Allis.