Dreadful NatWest telephone survey

Victor_Delta

Has anyone else had a call from NatWest's automated customer feedback system on 05600 363002?

I was in the middle of lunch today when the phone rang and a recorded voice started asking me questions about 'my recent visit to NatWest'.

There was no attempt to discover if it was convenient to go ahead with the survey or whether I was happy to take part. It just launched into the first question about queuing time. When I didn't respond - I was curious to see what would happen - it kept repeating the question until eventually it gave up and said the survey had finished and rang off abruptly.

The irony is that although I do have a NatWest account, I haven't been in a NatWest branch for years.

Frankly, if this is the best they can do to obtain customer feedback, then I think I'll go elsewhere. Not impressed!

p00hsticks

We've had one recently although I hung up on it as soon as I realised it was an automated call - I wasn't aware at the time that it had been instigated as a follow up to my partner using their telephone banking service about fifteen minutes earlier and he had been told that he might be called back.

Had you by any chance called them or contacted them online earlier that day - it's possible (likely) that the reference to 'queuing' refers to queuing on the telephone rather than in a physical branch.

Herbalus

Victor_Delta wrote: »

Frankly, if this is the best they can do to obtain customer feedback, then I think I'll go elsewhere. Not impressed!

You're going to leave your bank because they called you to do a survey?! Is that a little overreaction? What are you going to do when your next bank does the same?

Victor_Delta

Herbalus wrote: »

You're going to leave your bank because they called you to do a survey?! Is that a little overreaction? What are you going to do when your next bank does the same?

Sorry if my original post was not clear - it was the totally arrogant manner of the survey that annoyed me, not the fact that they were conducting one in the first place. Someone in the bank must have approved the script!

p00hsticks - yes, I had the same thought but this account is not often used and hasn't been accessed by phone, or online, for some months. Of course, I did wonder if the call suggested someone might have hacked in to it but I checked and this was not the case thank goodness!

stclair

Comnon sense would tell me you just need to opt out from such marketing calls.

I've never known a business personally to specify times to receive such calls in marketing preferences.

Victor_Delta

stclair wrote: »

Comnon sense would tell me you just need to opt out from such marketing calls.

I've never known a business personally to specify times to receive such calls in marketing preferences.

I am registered with the Telephone Preference scheme to prevent marketing calls. However, this was a customer feedback survey and so not covered by such arrangements.

stclair

Victor_Delta wrote: »

I am registered with the Telephone Preference scheme to prevent marketing calls. However, this was a customer feedback survey and so not covered by such arrangements.

Just contact your local branch and ask to be opted of such calls.

JuicyJesus

Regardless, assuming you're going to respond to such a survey without asking if you want to take part is pretty poor.

MoneySaverLog

Just their way to find out how they can offer helpful banking

the_insider

If it's not a good time, just hang up. Simples!

chambta

Like it or like it not these surveys, and their results, are the only way the staff in 'your' branch (triggered by active visits) get measured in the service they provide customers. Good results can mean a few quid to supplement a meagre salary, a bad one disapproving comments from those above.