Thank you to everyone who participated in our annual customer survey! Your feedback, collected in this survey and others throughout the year, is invaluable as we strive to enhance your banking experience.
We are pleased to share that the Bank’s overall net promoter score stands at 74. A net promoter score measures how likely customers are to recommend a company to others based on their responses to a survey question. Scores range from -100 to +100, with higher scores indicating more customer satisfaction. Our score ranks significantly higher than the financial industry average of 30-40, which reflects your trust and willingness to recommend Peoples Bank to others, and we are honored by your confidence in us.
Additionally, our overall satisfaction rating is an impressive 91%, with the majority of you expressing that you are either very satisfied or extremely satisfied with our services. This high level of satisfaction is a testament to our commitment to meeting your needs and exceeding your expectations.
Through your feedback, we have identified three key areas that you find most valuable:
- Short wait times and easy access to a banker – Our commitment to personal service means being here when you need us.
- Convenient and easy-to-use online banking services – We strive to provide digital tools that make banking seamless. The Bank continues to make significant investments in these services, and we look forward to launching several enhancements later this year.
- Advanced technology and security – Keeping your accounts safe remains a top priority. We aim to empower you with the knowledge to recognize and prevent fraud, ensuring a secure banking experience.
In addition to this, customers provided over 3,500 comments that we have reviewed. These comments provide valuable insights into what we are doing well and where we can improve.
Many of you praised our customer service, describing it as friendly, helpful, and professional. The convenience of our local branches and the ease of accessing our services were also highlighted as significant positives. Customers appreciated the reliability and efficiency of our banking services, as well as the personal relationships they have developed with our staff.
While most services received high marks, we are also paying close attention to the constructive feedback we received. Several commenters mention that it is important for us to continually focus on enhancing our online and mobile banking platforms. We completely agree and will focus on improving features, functions, and overall user experience. We will also be enhancing our customer communication so that it is clear and proactive, ensuring you have the information you need about account changes, fees, benefits, and security measures. Comments also indicate that we can do a better job ensuring you know about everything we offer, as there were several requests for products and services we already have.
Thank you again for your feedback. We are committed to continuously improving our services to meet your evolving expectations, ensuring that Peoples Bank remains your trusted financial partner.
If you missed the opportunity to provide feedback in our annual survey and still wish to share your comments, please reach out to your local Branch Manager, select Give Feedback on our website, or contact us here.
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