In a recent comparison of 60 banks offering online
banking services, SouthTrust.com Bank was
rated No. 11 in the Customer Confidence category.
Gomez Advisors, the premier provider of eCommerce
decision support and online customer experience
measurement, compiled the scorecard ratings.
Leaders in the Customer Confidence category "operate
highly reliable Web sites, maintain knowledgeable
and accessible customer service organizations and
provide quality and security guarantees." The No. 11
rating proves SouthTrust’s commitment to quality
customer service – whether it is in the branch, on
the phone or online.
Customers who call into SouthTrust’s Online Banking
customer service representatives receive accurate,
intelligent, and quick responses to their questions.
In addition, this customer service division is
responsible for all electronic mail communication
received. Representatives go through a detailed
training course to fully understand all areas of
online banking–from enrollment to daily account
transactions. Goals are set for each representative
in terms of call response time, e-mail response
time, and callback issues. These goals are
constantly monitored and frequently increased based
on performance and volume. SouthTrust Bank online
banking customers can be assured that although they
choose to bank online, the SouthTrust commitment to
personal and professional service is always there.
Convenient technology is paired with personal
attention.
