Feedback from our customers
Here at The Mansfield Building Society we like to know what you think and use your feedback to make improvements to our business to make for a better experience for all of our customers.
If you would like to give us your feedback please click here.
Our customer feedback below has been received from our opening and closing account questionnaires and questionnaires sent to new mortgage customers.
Examples of just some of our customer feedback in 2013
"We found the service received from all staff professional, courteous and efficient, very impressed."
"Thank you at 70 years I did not think a mortgage was possible for me."
"I would like to take this opportunity to say thank you for a prompt and very efficient service."
"A smooth no hassle straightforward re-mortgage."
"I was really impressed with the literature that was sent out initially as a result of my enquiry to you as it demonstrated quite clearly your duty of care."
"Pleasant to find that customer service still exists."
"I have used a variety of Building Societies, the Mansfield stands above many others for efficiency and helpfulness of its staff."
"I wish there were more Building Societies like you, giving people a chance. Thank you."
"A very efficient and effective service. A very pleasant experience in this day and age where in many cases customer service is sadly lacking - well done!"
Customer feedback - what happens next?
All feedback is reviewed by a member of our Senior Management Team and our Marketing Committee. We have procedures in place to ensure your feedback is addressed immediately and we endeavour to resolve any issues as soon as possible. Below are some examples of constructive feedback that we received and the work we have done to improve our service as a result:
"Request for information was sent by letter seemed to hold up the mortgage process request. A simple phone call and use of email would have provided a response in minutes."
We have reviewed the mortgage application process and communication is being improved as a result.
"I originally sent an application form for my account with generic request form from website (not realising there was an ISA specific one). Perhaps could have been clearer, but was efficiently resolved by staff."
A review of the Society website is being undertaken. We will ensure that all forms are clearly identified.
"Difficulty finding application on the website - would it be possible to click to the relevant app when looking at product info?"
A link has been added on each savings page for easier navigation to application forms.
"ISA application - although asks whether fixed/variable, it does not ask the term of the fixed ie 1 or 2 year"
We have updated the cash ISA application form to ask for further details and account product name and issue number.