20 Oct 2016

New Carlton branch sees satisfaction soar

Carlton is home to the happiest banking customers in central Melbourne according to feedback gathered by the National Australia Bank.

NAB’s Carlton branch – which was officially opened on Wednesday 19 October after relocating from Elgin Street to 288 Lygon Street – has a higher customer satisfaction rating than any other inner-Melbourne NAB branch.

General Manager Retail VIC/TAS, Mary Scoutas, said she wasn’t surprised by NAB Carlton’s high level of customer advocacy.

“We made a significant investment in relocating and fitting out this branch to improve the experience of our customers,” Ms Scoutas said.

“Thanks to the Net Promoter Score system we’re keeping ourselves accountable with the service we provide.

“We ask customers for feedback after every visit to a branch and each morning our bankers sit down and read through the comments left by customers the previous day.

“We are actively listening to our customers and working to make their experience the best it can be.”

Branch Manager Anthony Obst said the new branch layout catered to the mix of long-term and new customers in the popular suburb.

“We’ve had a significant presence in the region for some time with four branches within a 2km area,” Mr Obst said.

“Our new location is right in the heart of Carlton’s retail and hospitality precinct, and a stone’s throw from a busy university.

“The layout is designed so that customers can quickly pop in while shopping to withdraw, deposit or transfer cash.

“Some of the comments we’ve received so far show that people like the efficient service and appreciate having more direct access to our bankers.”

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