By Cristen Baumann, District Manager
In February, the Metro North 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 275 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.”
Metro North scored 6.49 overall. The highest-scoring branches were North End, Shorewood and Brookfield Capitol.
The survey also asked if the respondent wanted to recognize a particular person in the Metro North District, and we received 51 of these employee recognitions. Shorewood received the most, and Brookfield Capital was second.
It was hard to pick just a few, but these recognitions are representative of all of the great comments we received:
Breanna Rooney is always enthusiastic and able to assist me with a smile. She offers her operations knowledge and skills with peers, even though she has been promoted to personal banker.
Shannon Quinn is professional and enthusiastic. A pleasure to work with when supporting teams at other locations. He also has great communication and customers remember him.
Ray Guardiola is always willing to assist me and flexible when there are staffing needs. Ray is a true team player. Will share staff with other locations to fill in when there are staffing struggles.
I would like to recognize Anna Levine because I feel she works very hard to get the customers at Fox Point the very best banking experience possible.
Jennifer Mantooth is awesome, and I love working with her. I like how if we’re solving an issue for a customer, we both help each other out and use our resources, and I learn something new every time I am there.
Staff at MLK Drive — specifically Angela Byrd and Shamika Harris — are always more than willing to hop on the teller line to help when short-staffed, and also are knowledgeable in their roles and happy to pass on that knowledge and help handle challenging or unique situations that arise with customers.
Andrew Torke has gone above and beyond what I have come to expect from a branch manager in the course of assisting Help Desk.
We also received 158 comments on the ease of doing business with Metro North branches. Brookfield Capitol received the most comments (23), and North End and Shorewood were second (20 each). All comments are being reviewed. Positive feedback will be celebrated, and action plans put in place to address feedback when 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 North District internal SOAR survey — your feedback is greatly appreciated and will be shared with the entire district.
*Metro North district branches are: Bayshore, Brookfield Capitol, Fox Point, Germantown, Grafton, North End, Mequon, MLK, Pewaukee, Shorewood, and Sussex.