This evening I attended a customer forum organised by my bank (in chief, at least). What they were looking for was ideas on how they could improve.
What came up was quite interesting. Topics included teller and information queue management, meeting customer relations consultants and managers, call centres, statement handling, online banking, auto-tellers, parking, credit application procedures... There was still a steady stream of suggestions from a group of customers who, as it turned out, were very satisfied with this branch of the bank.
It made me think of two things:
- Just how much valuable feedback you can get from happy clients, and
- What would an unhappy group of clients have said.
So here's my idea.
Make a post saying whether you are a happy or unhappy client of your bank, and what suggestions you have for your bank to improve.