David Vs Goliath Need your help

smoggie1977

Hi Guys

I need help in tabling a motion in raising a point about customer service at the Nationwide Building Society.

I would like the society to make a commitment that they will strive to be have the best customer service as determined by organisations such as Which and MSE.



Any experiences of this "bank " please post

ILW

Are you a politics student?

~Brock~

smoggie1977 wrote: »

Hi Guys

I need help in tabling a motion in raising a point about customer service at the Nationwide Building Society.

I would like the society to make a commitment that they will strive to be have the best customer service as determined by organisations such as Which and MSE.???



Any experiences of this "bank " please post

Why as determined by these?

I have never banked with or dealt with Nationwide so am unsure why you are aiming at them, but there is a poll elsewhere currently on the main home page of this site that seems to rank their service as good as if not better than most of their competitors.

Quite why they would want to issue some sort of statement or commitment to put themselves at the mercy of the media hungry spin that comes out of either Which or MSE is beyond me!

smoggie1977

I have a complaint that was not upheld by the Building society.

Part of the issue was the service culture within Nationwide not to listen to their customers.

Having great rates is only just one part of the banking relationship.

Many organisations for example Co -op an First Direct , use customer satisfaction as part of their marketing strategy.




I may not have my complaint over turned, but if I can draw on the strenght of the mutual status of the Society and table a motion and ask that this become as a KPI .

smoggie1977

No I am not in Poltics , I hold a marketing post.

ILW

What was your complaint?

smoggie1977

Very simple.

I have a password on my CRF. My loan application was submitted when the department was closed.

I contacted the Society the next day and was informed the department was closed for staff training till 10.00pm.

I then contacted member services , assistant to CEO. I asked them if they could take my password and email it accross to the department as I was at work and I had a car on hold. I informed the assistant , I just wanted you to pass the information across. I did not want him to exerise any undue influence

MY LETTER

As a result of the conduct of one of your employees *****. I am in the process of now closing my accounts with Nationwide.

Due to Mr **** intransigent behaviour , he has failed to help me in a simple processing request. Clearly the customer is not at the heart of your operation. Despite the organisational constraints Mr ***** felt bound by , he was rude and failed to show empathy.

I also find it inappropriate that another employee of the Member relations team can investigate Mr **** who is also a senior member relations manager.

The investigating officer failed to respond to my requests for a call back. The last phone call to the society I was told to wait for the letter .

In all my correspondence to the society I have urged you to think of the customer. All I have asked from *****was to send an email to the loans department explaining my situation and to take my password for my CRF. I do not class this as "influencing the process" . **** , knew I was becoming distressed about the situation and failed again to reach a compromise. Mr *****at the very least should have facilitated a call back from the loans department. This would have allowed Mr Clarke to keep his integrity that he could not "influence the process" whilst showing empathy for my plight.

You may feel I am being unreasonable in my expectations. I expect excellent customer service . In this current economic climate , Mr ***** should be striving for customer excellence, organisational constraints should have been a secondary consideration.


I lookforward to your reply soon.

ILW

Any organisation will adjust level of customer service to provide the maximum return for their shareholders. (Most end up with a "win some, lose some" compromise. It does appear that you are trying to tell NW how they should be running their business.

noh

Ok
What's a CRF?
Is on this list?
http://acronyms.thefreedictionary.com/CRF

~Brock~

If you really are in the process of closing your accounts with them then what is the point of them replying to you?

You still haven't commented on why you think that Which or MSE should influence their customer service levels.

If I ran a business then, knowing that 99% of people who comment on MSE only go on there to moan, the last place I would look for indications of my service is there as it is too one sided.

smoggie1977

I am not a banker, so I cannot inform them of how to run that side of the business. It is not their business it is the members. We vote them in on a yearly basis.

As a marketer , and more importantly a "Shareholder" of the society. The importance of customer service. I acknowledge your point regarding the service wheel , this point can become problematic when you for example look at Primark and their level of profits and return.

I am asking for the customer to become the heart of their operation