One type of continuous loan survey that can have hidden benefits, is for the customer to rate you rate your service in the lending process.
If set up properly, it could be used:
As part of an incentive for employees;
To determine if there are ways to improve procedures or perception;
To eliminate potential complaints, and
As a means of solicitation.
The President would send the “Report Card” out with a return envelope going to an Executive Sounding department – NOT the loan department.
As with a good customer service area, the responses need to be honestly analyzed for customer issues – those recommending procedural changes made it to a management meeting (at least the first time the change was brought up). Customers requesting responses to their survey comments were less than 5%.
Many good points were brought up, and employees gave better customer service knowing that the surveys were sent to all customers and that results were tied to incentives.
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Integrity. With it, nothing else matters. Without it, nothing else matters.