Woodgrove Bank Survey

Project Update #2
 Goals of the Survey
Assess customer satisfaction in these areas:
• Customer service
– Tellers
– Branch managers
• Accuracy
• Speed
Determine whether (and why) customers would:
• Change banks
• Reduce relationship with Woodgrove
 Survey Methods
• Phone, mail, online • Survey current
surveys customers, breaking out
• Focus on specific types data by:
of accounts and – Age range
services – Income level
• Break out data on – ZIP code
specific branches and – Duration as customer
employees – Type of account(s)
– Most-used services
 Current Survey Status

Phone

Online
Interviews in Process
Interviews Completed
Branches Data Analysis Underway

Main Office

0 10 20 30 40 50 60 70 80 90 100