Is your bank on your side?

Who it's for

Retail banks, credit unions and building societies. Run it once or twice a year across the whole base, not just after a complaint.

Who answers

Your clients, on a phone, in two minutes.

What you'll see

• Whether you are their main bank or the spare one, which changes the meaning of every other answer
• How they deal with you now: app, branch, phone, and how each one is rated
• Who has had something go wrong recently and what it was
• How many would recommend you, and what the rest would want fixed first

How to get good answers

• Send it to everyone, not only to people who have just been into a branch. Loyalty in banking is mostly inertia, and the ones leaving never come in.
• Do not send it in the same message as a product offer. The answers turn into a negotiation.
• Keep it away from account numbers and card details. Ask nothing you would not want lying in an inbox.
• Read the "spare bank" group on its own. They are already banking somewhere else and they will tell you why.