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Customer Survey

Reviewing feedback from a customer survey held on 26th October 2006 at Ladywood House in Birmingham. Analyzing satisfaction levels and responsiveness. Highlights good, bad, and neutral comments received.

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Customer Survey

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  1. Customer Survey EAD User Group Meeting 26th October 2006 Ladywood House, Birmingham

  2. Customer Experience

  3. Our Responsiveness ??

  4. Your Satisfaction ??

  5. Comments • 9 comments received… • > 15% • 3 Good • 3 Bad • 3 Neutral

  6. Good Comments • Well done, keep up the good work! • The online access is excellent and the interest rate is very commercial. • My dealings with payments and enquiries are a pleasant experience…the newsletter is an excellent idea, thanks!

  7. Bad Comments • Had to request twice before getting an answer! • When EAD make mistake it is frustrating that we have to ask you to correct them! • Cheque processing could be improved so that receipt is within 7 days…

  8. Neutral Comments • Would be better to submit RP14A & RP14 online. • Service is generally excellent but problems @ quarter-ends when fees and interest applied… • To be able to fax CHAPS payments to facilitate same-day transactions would be helpful, this is why some managers prefer high-street banks…

  9. A larger sample please! Looking Forward • 3000 surveys sent • Only 62 returned • >2.1%!!!

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