1. Woodgrove Bank Survey Project Update #2

2. Goals of the Survey Assess customer satisfaction in these areas: Customer service – Tellers – Branch managers Accuracy Speed Determine whether (and why) customers would: Change banks Reduce relationship with Woodgrove

3. Survey Methods Phone, mail, online surveys Focus on specific types of accounts and services Break out data on specific branches and employees Survey current customers, breaking out data by: – Age range – Income level – ZIP code – Duration as customer – Type of account(s) – Most-used services

4. Current Survey Status