2008 customer survey results
This year we did things a little differently from our previous surveys. Independent research company The Leadership Factor conducted the survey and for the first time, held in-depth interviews with a cross-section of our customers to find out what really matters to them, in advance of the main survey. Using this data a revised and targeted questionnaire was produced and during April and May The Leadership Factor interviewed a random selection of 300 Corporate Banking customers on our behalf.
We're delighted to report that our overall Customer Satisfaction Index for 2008 is 83.7%, placing The Co-operative Bank near the top of the league table across all industry sectors when it comes to keeping customers satisfied.
According to our 2008 survey, the aspects of our service which customers are most satisfied with are:
- Relationship Managers keeping their promises
- helpfulness of Relationship Managers
- expertise of Relationship Managers
- ease of contacting Relationship Managers and their support staff
- accuracy of day-to-day banking operations.
Other key findings were:
- 89% of customers feel treated as a valued customer
- 82% of customers would use us for future banking requirements
- 81% of customers would recommend us.
The purpose of our Corporate Customer Satisfaction Survey is not just to find out what we are doing well but to help identify what we can do even better. Our customers highlighted a number of areas of our service that we could improve upon and we are working hard to make positive changes in the following areas:
- we have embarked on a significant programme to improve our business internet and Financial Director services and in due course will replace both with a modern web-based service
- continued investment is taking place in the development of our people to improve the service they offer customers
- we carry out ongoing reviews of key processes in order to reduce timescales and improve service.
We're very pleased with our overall results this year, however we're constantly on the lookout for ways to help make banking with us easier and more convenient. If you have any feedback on the service that we provide we would like to hear from you. You can call us on 0800 587 2864.
The Customer Satisfaction Survey 2008 was conducted by independent advisers The Leadership Factor. A random sample of 300 corporate customers were interviewed about the levels of service they receive from The Co-operative Bank.
