Tell it to me straight
At Asset Bank we believe its important to regularly ask you, our clients, what you think about us, our product and our customer service. We even go so far as to offer a charity donation for every completed response to our annual Customer Support Survey.
Of course, asking for peoples opinion is the easy bit, the hard bit comes after - listening to what has been said and then acting upon it.
Any time you ask for honest and anonymous feedback from someone there is always a risk that you might not like what you hear so waiting for the responses to come in is always a nervous time. This year, as the results rolled in we allowed ourselves a smile because over two thirds of respondents rated Asset Bank Customer Support as excellent.
Looking at the chart, it seems we are doing well (no respondent rated us OK, Poor or Very Bad). But we can still see room for improvement.
Looking at all the data, we noticed a couple of trends.
It was clear that two things our clients are happy with are the speed that we respond to enquiries and the expertise and product knowledge of the support team. These are two very important things and not easy to get right. First we have to thank our tireless HR team for ensuring that only the best make it through the recruitment process but then we have to look at the techniques used to share information and optimise the flow of work. As well as the normal electronic work flow tools the Customer Support team rely upon a huge kanban board, it has been blogged about before but if you have never seen one it’s an interesting sight.
Another thing that we noticed is that although our clients are happy with the speed and quality of information received, sometimes they would like the information to be presented in a different way or by a specific person. We thought about this and realised that often several members of the support team might be working on different aspects of a client query, each independently responding about a specific task.
We decided to change that.
The team has been restructured to include a Co-coordinator and a Client Account Manager, these roles are now in place and working along side the technical support team to ensure that all customers receive the correct information in a way that is easy to understand and from a person who is available to talk through any needs.
Thanks to everyone who took the time to complete our survey or leave us an online review, we really do listen to what you have to say.
A quick note from Victoria:
I just wanted to say that you don’t have to wait for the next annual survey to give us feedback. It would be great to hear from you anytime, if you have anything that you think would help me or the team provide better support then please do get in touch.
Thanks and hope to hear from you soon