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 110 responses rating the respondents’ satisfaction on a scale of 1 to 7, where 1 meant our branches were “Not easy to work with” and 7 meant they were “Very easy to work with.”
Metro North scored 6.43 overall. The highest-scoring branches were Grafton and Fox Point.
The survey also asked if the respondent wanted to recognize a particular person in the Metro North District, and we received 57 employee recognitions. Shorewood and Germantown received the most recognitions.
It was hard to pick just a few, but these recognitions are representative of all of the great comments we received:
“Micki Usama is fantastic! She is extremely pleasant, and it is easy to get things taken care of when she is there.”
“Heather Somers does a terrific job following through and following up with progress updates. I appreciate her promptness and thorough efforts in assisting on projects.”
“Erica Hughes is always helpful when I call with a question pertaining to a CS change sent to our department.”
“Jake Verhaalen is fantastic! He’s extremely helpful with customers, and very easy to complete tasks with.”
“Anne Kagerah is terrific to work with. She is friendly, knowledgeable, and caring, and you can always rely on her to take ownership and provide thoughtful information and solutions. She is a real asset to the bank, her co-workers, and her customers and community in Pewaukee.”
“Farrah Mason is very pleasant and polite to work with. She always gets loan documents to me in a timely fashion.”
“Rosanne Pulvermacher is always available to share her knowledge with branch- or customer-related topics, when we reach out. We really enjoy her enthusiasm and camaraderie.”
“Shannon Quinn is always willing to volunteer and work with other branches. He also is a great peer mentor for new bankers. His insights are very fresh and helpful. His genuine curiosity when asking questions and willingness to help customers are great assets. His positivity is also great.”
“Rhonda Mckinnie is always willing to volunteer and work with other branches. Her flexibility and willingness to help out during staffing crisis are greatly appreciated. The customers also value her support.”
We also received 140 comments on the ease of doing business with Metro North branches. Germantown and Shorewood received the most comments. All comments are being reviewed. Positive feedback will be celebrated, and action plans put in place to address feedback when necessary. 03085
These outcomes demonstrate without a doubt how much our branches care for 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. —Cristen Baumann, District Manager
*Metro North District branches are: Bayshore, Brookfield Capitol, Fox Point, Germantown, Grafton, North End, Mequon, MLK, Pewaukee, Shorewood, and Sussex.