By Cristen Baumann, District Manager
In January, 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 168 survey responses that offered ratings 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 6.53 overall. The highest-scoring branches were Brookfield Capitol, Shorewood, and North End.
The survey also asked if the respondent wanted to recognize a particular person in the Metro North District, and we received 82 employee recognitions. North End received the most recognitions, at 18. Germantown and Brookfield Capitol had 12 each.
It was hard to pick just a few, but these recognitions are representative of all of the great comments we received:
Ray Guardiola is a capable and strong leader of his team and for the bank. He is great to work with, reliable, willing to dig in, and responsive. You can count on him to follow up, and you know that he has given it his all.
Kierra Miller-Johnson has always been very congenial in interactions I have had with her.
Farrah Mason went above and beyond to help with my client with a HELOC closing.
Stephen Hallam is always a pleasure to work with. He knows his customers well and strives to give them the best service he can. I know I can count on him to send me complete and correct paperwork in a timely manner. Stephen is a great asset to the bank.
Erica Hughes is dedicated, hard-working, and focused on her customers, community, and employees. She is great to work with!
Roseanne Pulvermacher is awesome in every encounter — she always provides exceptional service.
Angie Byrd is one of the more pleasant people I have worked with, not just at NSB, but anywhere.
We also received 121 comments on the ease of doing business with Metro North branches. North End received the most comments (18), and Shorewood came in second (17). All comments are being reviewed. Positive responses 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 Drive, Pewaukee, Shorewood, and Sussex.