Vermont Matters.

Customer Service Standards

Dear Customer,

Merchants Bank is committed to providing you with customer service that makes a difference. All of our Merchants Bank Representatives work to meet these service standards:

We will look and act like we are ready to serve.
We will remember the power of a name.
We will ensure that each customer feels her business with us is important.
We will encourage each customer to come back and do more banking with us.
We will commit to follow-up and then meet or beat our timeframe.
We will seek to expand relationships based on true customer needs.
We will quickly make Merchants Bank “wrongs” into customer “rights.”

Customer Satisfaction Survey

Please Note: This is not a secure form. Please do not include account numbers, password information, or any other personal identification or financial information in this form.

Help Us Serve You Well

Please complete the applicable questions in our survey.

Bank Information

The Bank Representative these comments are about:

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Branch Location:

Your Experience

	Poor 1	3	Excellent 5
1. Were you given a friendly greeting?
2. Was your business handled efficiently?
3. Were Merchants Bank products described in a way that was easy to understand?
4. If you had a problem, was it resolved for you efficiently?

5. Did the Bank Representative introduce him/herself?	Yes	No	N/A*
6. Did he/she use your name?	Yes	No	N/A
7. Were you thanked?	Yes	No	N/A
8. Were you asked about your banking needs?	Yes	No	N/A
9. Did the Bank Representative suggest a Merchants Bank solution that matched your needs?	Yes	No	N/A