Bank Shops Requiring Very Specific Suggestions For Improvement

I have some bank shops where you have to sit with a CSR and talk abut opening a new account. The guidelines say to discuss fees, especially. At the end of the report is a required narrative asking for specific, detailed suggestions on how they could improve. Then, it is stated NOT to mention fees, refreshments, or store decor. If the CSR is cordial and professional, which is usually the case, what else is there to suggest for improvements? I struggle with this every.single.time.

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I know what you're referring to and struggle with it as well. If the CSR did not introduce themselves or use my name or ask for it, I'll mention that. If everything was good, I've put "No suggestions for improvement were noted. The visit was fine." I haven't received any questions about that response, so that's what I do now.

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I think I've done some of those.
"The branch could improve customer service by providing a more private environment for discussion of personal information."
"Tellers could refrain from using handheld devices at the service counter."
"The CSRs could have new account brochures at the ready, rather than having to leave the customer unattended."
"Bank brochures might be made more visible in the lobby."

Hope that helps. If exterior signage is insufficient, if the door is hard to open, if the drive-thru speakers are too loud, if any employee wore too much fragrance, that's the kind of thing they want to know.

Excellent suggestions! I'm ready to do battle tomorrow. Thank you both very much.

Most of the time I just state that I could not improve today's experience. If there was an issue, LGRM has the right answers. You do not have to improve anything if it is not necessary. I have done hundreds of these type banks. Never had an issue.

The bank could make a restroom available for customers.
The bank could offer additional parking.
The CSR could refrain from addressing customers by first name.
Additional CSRs could be made available so as to reduce wait time.

I have also done this type of shop and the banks had an open environment with the bankers sitting at desks, sometimes rather close together. My response has been lack of privacy which could be resolved by having partitions or better yet, an enclosed office available when needed. That response has always been accepted.

However I like the public restroom and additional parking answers as well as availability of brochures and will remember this for future reference.

Actually, if done properly, I like an open environment atmosphere over the cold cube farm, enclosed offices approach.

@shopper8 wrote:

Most of the time I just state that I could not improve today's experience. If there was an issue, LGRM has the right answers. You do not have to improve anything if it is not necessary. I have done hundreds of these type banks. Never had an issue.

Funny thing, those have all been issues on my bank shops -- and more! If there ever wasn't anything I could think of, I would word it: "The customer service at this location was excellent, and I did not observe any areas that needed improvement."
With that language, I'm not saying everything was *perfect* but that I was made to feel so valued that any minor imperfections were overshadowed by the quality of service provided to the extent that I didn't notice. That is also something the client wants to know: what's the customer's general takeaway from a visit.
However, if there is any negative in the survey or narrative, that does not address fees, refreshments, or store decor, it should be mentioned in this question, with a spin on correcting it. HTH!

I have never encountered something that Absolutely Must Be Changed. I have made tiny suggestions. These changes have not been implemented (I know this because I checked when I re-visited for additional shops). I do not repeat suggestions. If it were important to the client or the location, they would do something. By now, they probably know what works well in each location. I surmise that tptb just want to know that we are paying attention to our surroundings, so they ask us for suggestions and ideas.

Nature does not hurry, yet everything is accomplished. - Lao-Tzu

All of these suggestions are really good. I was able to use them yesterday.

I've never been to a bank that did not have a restroom you could use. All banks have them, it's just at the manager's discretion if they are open to the public.

I was in the banking industry for five years working on both the platform and teller side, at three different banks. Sometimes a branch may deny a patron the use of the restroom is if it is near the vault. Customers are not allowed near the vault, it's a security and safety issue. It could also be an issue of compliance, all public restrooms are supposed to be ADA compliant.

I was lucky. Doing a first bank shop for a new MSC the CSR did nothing right. LOTS of room for improvement there!

If you have to ask questions just to keep the interaction moving forward, I say they were not proactive in their attempt to ... (close the sale, convince me to make a commitment, etc.)

One of the branches I visited had a sign that was totally damaged, lights broken, littered sidewalk and street people hanging out front. I did put this in my report. I was amazed that when I went back a month later everything was corrected. Did they listen to me? I'll never know.

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Bank Shops Requiring Very Specific Suggestions For Improvement

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