National Customer Service Week

We asked Rebecca a few questions about customer experience and here were her answers:  

 ‘How does Monmouthshire Building Society (the Society) go above and beyond for customers?’ 

“Our colleagues are passionate about providing a personal service to our customers that suit their individual needs. Whether customers are visiting one of our branches or phoning one of our operational teams, our colleagues want to give the best customer experience to our members.” 

 ‘What does customer service mean to you?’ 

“When I think about the term customer service, I think providing support to customers that meets the customer’s expectations, that is friendly, helpful and resolves the customer’s query. I think it is important to service customers in a way that best suits them and to provide customer’s with a choice on how to service their accounts. If we provide our customers with good service, hopefully they will want to stay loyal to our brand.” 

‘What does the Society do to ensure the customer feedback is listened to?’ 

“When we receive positive or negative feedback it is shared in the first instance with the relevant department. Feedback received through our customer comments log, reviews through Smart Money People, survey responses and focus group feedback is all analysed to highlight any particular trends. Analysis of customer feedback is then shared through various executive committees which colleagues from across the business attend.”  

 ‘Why is it important to the Society that we listen to customers?’ 

“I think it is really important to listen to customer feedback to ensure that we are providing the best service possible to our members. We aim to always think about the customer when launching a new product or service, but sometimes customers have a different perspective. We like to know what we do well and where there is room for improvement.”  

‘What does closing the loop on customer feedback mean to you?’ 

“It’s so important for customers to know that when they leave their feedback that we are listening and that we care. It’s great that we are getting more customer feedback now through surveys, Smart Money People and focus groups, but it is important to demonstrate to customers that we are doing something with their feedback, so that they know they’ve been listened to.” 

We’re always looking for feedback from our members. If you’d like to leave us a review, visit https://smartmoneypeople.com/monmouthshire.../products