Always tell them what you think
Recently, BofA called me with an automated message asking me to give them feedback on a recent experience with them, which happened to be with their fraud department.
Personally, I NEVER pass up an opportunity to give companies, especially when they ask, feedback on my experience with them. Sometimes your feedback DOES make a difference.
I once banked with a smallish bank in Southern California. They invited me to join a group of people for an hour session where they could ask us questions about how they did business and what they could do better.
One of the questions they asked was the thing that annoyed us most about their phone banking service. My comment to them was that it took too many levels to get to a live operator and they should make that easier. About a month later, their phone banking systems first message included an option to dial 0 to get to an operator immediately. I suspect that my feedback helped them make this very important usability change.
The point is, if Chase calls you asking for feedback, please dear God, for the sake of humanity, call them back. 🙂
Customer service | admin June 14, 2010
