The Greater's recent glowing customer satisfaction feedback is a result of an organisation-wide love affair with Making Life Greater, writes Head of Marketing Matt Hingston.
The Greater has been awarded Building Society of the year for 2013 by Roy Morgan Research.
This is on top of previously being named Australia's Most Loved Banking Organisation for consistently high customer satisfaction levels.
Customer satisfaction is critical in business, particularly in the finance industry as competition intensifies.
Providing outstanding customer service is one way we have sought to differentiate ourselves from some of our competitors.
If you look at the Roy Morgan customer satisfaction monitor for the six months to September, The Greater had the highest aggregated customer satisfaction score of any financial institution at - 97.2%.
We are and want to remain Australia’s most loved banking organisation.
The Greater being awarded Building Society of the Year for 2013 is a credit to our staff. To win the monitor each and every month is a fantastic achievement.
We invest heavily in customer satisfaction training but we also have a philosophy of treating customers like family. We really care about our customers and support staff to go the extra mile for them. After all, happy staff equals happy customers.
All building societies are customer owned. It is little things such as ensuring customers speak to a real person straight away who takes responsibility for solving their enquiry, rather than a computerised menu option that make a huge difference.
We have kept our branch network but are continually developing alternative service channels including mobile banking and social media.
It’s about giving customers choice to meet their needs.
So as long as our customers keep loving what we do, we’ll keep doing what we love.