Survey every branch visitor, every month
The Weekly Deposit, Issue 3. One small marketing move for community banks, every Tuesday.
You cannot fix what you do not measure. A short survey, done every month, tells you how each branch really feels to a customer.
One move
Survey every branch visitor, every month.
- Write three questions at most. Keep them the same every month.
- Use a card at the teller line or a QR code at the door.
- Share the results with each branch manager on the same day every month.
- Pick one thing to fix each month, and tell the branch team when it is fixed.
One bank that made it
AltaBank, Utah. AltaBank brought five operating names together into one. For seven years after the change, the bank kept watch on how customers felt about it. It also hired branch staff who live in the towns they serve, so the people behind the counter know the people in front of it.
One conversation
AltaBank: when five bank names become one, with Stan Sorensen, AltaBank, on He Said, She Said. Listen on the podcast page.
See you next Tuesday,
Jaci
Jaci Russo is CEO and Co-Founder of brandRUSSO and author of the upcoming book Compound Interest. Know a bank marketer who would like this? Send them here to subscribe.
