In a recent J.D. Power and Associates 2010 Retail Banking Satisfaction Study, Independent Bank was one of two banks that received a perfect “five” Power Circle™ Rating for customer service. The Power Circle Ratings measure customer satisfaction on a scale of one to five. The study measured customer satisfaction among 20 banks in Michigan and four nearby states. These results were based on a survey of 48,000 consumers in January and February 2010.
As detailed in a recent Detroit Free Press article, the study analyzed customer satisfaction with the retail banking experience based on six factors: account activities; account information; facility; fees; problem resolution; and product offerings.
“We are extremely proud of our associates and excited to see relationships with our customers growing across the state,” said President and CEO Michael M. Magee, Jr.
The bank’s service mission is “to impress every customer every day, every time.” About two years ago Independent Bank began to retool its approach to ensure the following were always considered when developing new processes or initiatives:
- Creating loyal customers and earning raving fans
- Raising the bar on what customers should come to expect from our service
- Cultivating a culture of empowerment and fun
As a testament to customers, Independent Bank’s goal is to stay true to its community banking philosophy and deliver on its service promise and mission. Independent Bank also invites customers to share their stories on EagleExperience.com, a new social media Web site dedicated to customer experience.
“Two-way communication is vital to gauging what our customers think of us, what additional things they need from us and what we must do better. Social networking is just one more opportunity for IB to go where our customers are to continually readjust and fine-tune how we work for them,” said Senior Vice President and Marketing Director Shelby Reno.