Feedback from customers of The Mansfield Building Society
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.
Some of our customer feedback in 2012
"Very good to deal with real people, who always know the answers to my questions. Great service. Thank you."
"A pleasure talking to real people who answer quickly, understanding what you want and carry out instructions quickly. Thank you."
"Exemplary service. Keep up the good work."
"Without exaggerating, I can say that I've been very impressed with the Mansfield BS thus far, it has provided me with the best experience of all the financial institutions I've been with. Thank you for a pleasant experience."
"Excellent customer service and products."
"Staff have been helpful and efficient throughout the time that I have had this account and have met my needs with practical help."
"I have had excellent service from your staff and feel that my investment is in very safe hands. Thank you."
"Very pleasant and efficient phone calls and account opened quickly with no hassle."
"Thank you for the excellent service you have given me – I cannot fault it at all. I hope in the future I may be in a position to invest with you again."
Below are examples of constructive feedback that we have received in 2012 and the work we have done to improve our service as a result. We have procedures in place to ensure your feedback is addressed immediately and we endeavour to resolve any issues as soon as possible. All feedback is reviewed by a member of our Senior Management team:
"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 are updating the cash ISA application form to ask for further details and account product name.