Outstanding Service
In support of the vision of being recognized as the number one bank in outstanding service in AllSafe Bank established a set of service principles that form the foundation of all customer support.
| Respect every customer, every time | ||
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| Don’t leave customer guessing | ||
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| Take responsibility | ||
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Figure 1 Customer Segments – Products and Services
As a result of the above AllSafe Bank has established a set of customer service standard that address it web site up-time, email response time monitoring and customer service in general. The following illustrates the translation of the above principles into actual practice.
Outstanding Service Measurement Metrics
| Service Principle | Service Standard | Goal |
| Respect every customer, every time | Call monitoring | Score 5 (on 5-point scale) |
| E-mail monitoring | Score 5 (on 5-point scale) | |
| Rating on “Mystery Shopper” survey | Score 5 (on 5-point scale) | |
| Don’t leave customer guessing Statement timeliness 100% mailed out on time | Average teller wait-time | < 4 minutes during peak times < 2 minutes during nonpeak times |
| Average time to answer (phone) | 20 seconds (branch) 10 seconds (HQs) | |
| Time to respond (e-mail) | 100% within 24 hours | |
| Take responsibility | Complaints resolved on first contact | 95% |
| Transaction error rate | Zero errors | |
| Web site up-time | 99.7% |
