4%
9%
28%
31%
28%
Yes
No
6
Was this the first time you have contacted us?
12%
88%
7
Do you use Jason’s Bank’s smartphone app?
14%
86%
8
Which other communications channels would you like to use to access Customer Service?
i) email
38%
ii) Interactive voice
4%
iii) Web chat
36%
iv) SMS
24%
9
If you requested literature did it arrive as promised?
97%
3%
10
Would you recommend us to others?
89%
11%
May 2011 Customer Service Survey
1
2
3
4
5
Very
Dissatisfied
Neutral
Satisfied
Very
Question
Dissatisfied
Satisfied
1
Were you happy with the way your call was answered?
3%
7%
12%
51%
27%
2
Were you happy with the speed your call was answered?
2%
14%
20%
38%
26%
3
Was our agent able to answer your query?
2%
5%
9%
43%
41%
4
Was the information they gave you accurate?
1%
5%
11%
43%
40%
5
How would you rate the overall call?
2%
5%
22%
38%
33%
Yes
No
6
Was this the first time you have contacted us?
11%
89%
7
Do you use Jason’s Bank’s smartphone app?
8%
92%
8
Which other communications channels would you like to use to access Customer Service?
i) email
41%
ii) Interactive voice
3%
iii) Web chat
31%
iv) SMS
28%
9
If you requested literature did it arrive as promised?
100%
0%
10
Would you recommend us to others?
92%
8%
These customer satisfaction results can be compared with the latest benchmarks as provided by CLS (As at May 2012).
Customer Service Survey Benchmarks
1
2
3
4
5
Very
Dissatisfied
Neutral
Satisfied
Very
Question
Dissatisfied
Satisfied
1
Were you happy with the way your call was answered?
4%
8%
15%
41%
32%
2
Were you happy with the speed your call was answered?
4%
15%
22%
33%
26%
3
Was our agent able to answer your query?
2%
6%
10%
42%
40%
4
Was the information they gave you accurate?
1%
5%
11%
42%
38%
5
How would you rate the overall call?
3%
7%
25%
34%
31%
Yes
No
6
Was this the first time you have contacted us?
7
Do you use Jason’s Bank’s smartphone app?
18%
82%
8
Which other communications channels would you like to use to access Customer Service?
i) email
36%
ii) Interactive voice
3%
iii) Web chat
21%
iv) SMS
37%
9
If you requested literature did it arrive as promised?
98%
0%
10
Would you recommend us to others?
84%
8%
Employee Engagement Survey Results
Every year Jason’s Bank conducts an Employee Engagement Survey (EES) through Viv Richards Consulting (VRC) across all departments. EES Reports are prepared by VRC for each department and for the bank as a whole
as is done for other banks that are clients of VRC. The first EES was conducted for the bank in April 2007 and the survey has been done annually by VRC every April since then. The questions VRC have asked in their survey have not changed since the first one 5 years ago. The survey […]
