Building Societies

Business Performance & Customer Opinion
UNITED KINGDOM	Handbooks

Building Societies
This Handbook gives specific survey and other information on the named Company and Branch and includes data on the Branch's Customers (Private / Business / Institutional), Products & Services, Competitors and Competitive Situation, Comparison with other company branches and the Branch's Operational and Business Performance. The data is given in tabular and numeric form and comprises of some 220 pages. 1. Comparative data on the branch's main competitors in the area. (a / b / c / d / e) This section analyses the named branch's performance with that of up to 15 main NAMED competitors. 2. Comparison of the branch's Performance in comparison to other company branches. Comparative Regional data for Products & Services. (a / b / c / d) This section analyses the named branch with up to 15 other company branches and/or with comparative regional data. 3. Business Performance data on the branch's most important operational activities. Money Transmission - Cheque Clearing - Lending Operations - Deposit Operations - Payment Cards - Electronic Fund Transfer - Notes & Coin - Cash Dispensers + ATM - Advances + Overdraft Handling - Private Account Handling - Professional + Service Account Handling - Business Account Handling - Institutional Account Handling - Treasury operations - Stock / Bond / Share Handling - Bad Debt Handling - Paper Items: General Debit / Town Clearing - Automated Items: Direct Debit / Standing Order / Mandates - Paper Items: Inter-branch / Inter-bank - Automated Items: Inter-branch / Inter-bank - CHAPS - Personal Loans + Mortgages - Other Loans + Finance. 4. Customer Opinion data on the branch's most important products and services. (a / b / c / d) Personal Deposits: Cash Card Account / Expatriate Account / S.A.Y.E. Account / S.A.Y.E. Transfer Account / Childrens Savings / Monthly Income Account / Regular Monthly Savings Account / Bank Linked Investment Account / Budget Account / High Interest Cheque Account / Term (Fixed) Accounts / Term (Variable) Accounts / Notice Accounts / Premium Access Account / Interest Bearing Current Account / Ordinary Share Account / Deposit Account - Personal Loans + Mortgages: Personal Loans / Foreign Currency Mortgages / Non-Status Loans / Equity Release Scheme / Bridging Loans / Second + Top-up Loans / First Time Buyer Loans / 100% Mortgages / Guaranteed Loan Schemes / Guaranteed Mortgage Facilities / Unit Linked / Lifetime / Low Start / Deferred Interest / Libor Linked / Fixed Interest / Interest Only / Group Pension / Executive Pension / Personal Pension / Endowment / Repayment - Personal Financial Services: Payment Cards / Insurance / Shares + Bonds / Trust + Tax / ATM / Travel + Overseas - Personal Branch Services: Paying-In / Withdrawals / Information + Enquiries / Advice + Counselling - Professional + Trade Deposits: Current Account / Deposit Account - Professional + Trade Loans: Short-Term Loans / Long-Term Loans / Secured Loans - Professional + Trade Financial Services: Discounting / Investment - Professional + Trade Branch Services: Paying-In + Cash / Withdrawals + Cash / Information + Data / Payment / Credit - Business + Industrial Deposits: Current Account / Deposit Account - Business + Industrial Loans: Short-Term Loans / Long-Term Loans / Secured Loans - Business + Industrial Financial Services: Discounting / Investment - Business + Industrial Branch Services: Paying-In + Cash / Withdrawals + Cash / Information + Data / Payment / Credit - Institutional + Charities Deposits: Current Account / Deposit Account - Investment & Fund Management / Banking / Guarantees / Business 5. Branch Staff Perceptions of the company. (e) 6. Abuse of Position Firms which abuse their position in the market or which use their position to gain an unfair or immoral advantage are covered in this section. The above data is given as a matrix with EACH of the items (a) - (e) listed below.
(a) PRIVATE CUSTOMERS: Satisfaction with branch service quality; Satisfaction with service availability; Satisfaction with existing branch services; Satisfaction with existing branch; Satisfaction with branch's customer handling; Satisfaction with customer contact; Satisfaction with existing methods of service supply or handling of building society products; Satisfaction with branch's terms of trading; Satisfaction with branch's documentation & print; Reaction to branch p.o.s. and merchandising; Reaction to branch advertising and sales promotion.
(b) BUSINESS CUSTOMERS: Satisfaction with service quality; Satisfaction with service availability; Satisfaction with existing services; Satisfaction with existing branch; Satisfaction with customer handling; Satisfaction with customer contact; Satisfaction with existing methods of service supply or handling of products; Satisfaction with terms of trading; Satisfaction with documentation; Reaction to sales promotion activity.
(c) DECISION MAKERS: Person/s deciding if branch is used. Person/s initiating decision to increase levels of business. Person/s initiating decision to introduce new building society products or services. Person/s deciding what products / services are to be used. Person/s evaluating product & service needs. Person/s evaluating building societies + services available. Person/s surveying or vetting building societies. Person/s approving / authorising transactions. Person/s negotiating terms with building society. Person/s evaluating building society services costs. Person/s evaluating building societies / services / products available. Person/s preparing specifications for services used. Person/s deciding if services are appropriate. Person/s setting / altering levels of business. Person/s making decisions to use particular building society/s. Person/s monitoring results of purchases.
(d) CUSTOMER OPINIONS: Customer Confidence: Managers-Counter-Advisory Staff/ Documentation/ Advertising. Reputation: Company- Branch Level/ Managers- Counter-Advisory Staff. Staff Efficiency: Company-Branch Level/ Managers- Counter- Advisory Staff/ Documentation/ Problem Solving. Staff Performance: Company-Branch Level/ Managers- Counter- Advisory Staff/ Documentation/ Customer Handling. Staff Integrity: Company-Branch Level/ Managers-Counter-Advisory Staff. Truth & Honesty: Company- Branch Level/ Managers- Counter-Advisory Staff/ Advertising & Promotions. Written Communications: Company- Branch Level/ Managers-Counter-Advisory Staff/ Contractual. Verbal Contact: Managers-Counter-Advisory Staff. Customer Handling: Company-Branch Level/ Managers- Counter- Advisory Staff. Customer Complaint Handling: Company-Branch Level/ Managers- Counter- Advisory Staff. Customer Problem Solving: Managers-Counter-Advisory Staff. Staff Comprehension of Product: Counter- Advisory Staff. Customer Awareness: Company-Branch Level. Staff Awareness: Counter-Advisory Staff. Customer Product Confidence: Company-Branch Level. Customer Service: Company-Branch Level/ Managers-Counter-Advisory Staff/ Documentation. Initial Customer Response: Company-Branch Level/ Counter- Advisory Staff. Information for Customers: Company- Branch Level/ Managers- Counter- Advisory Staff. Promotional Activity: Company-Branch Level. Advertising Posture: Company-Branch Level. Documentation: Company- Branch Level. Customer Confidence: Branch-Company Level. Credibility: Advertising/ Documentation/ Departmental-Branch Staff- Managers/ Branch-Company Level.
(e) BUILDING SOCIETY BRANCH STAFF SURVEYS: Reactions to building society's advertising and sales promotion. Satisfaction with existing POS materials + products. Satisfaction with existing back-up + supplies. Satisfaction with existing methods of POS + supplies delivery & distribution. Satisfaction with supplies' stock levels. Satisfaction with availability of supplies. Satisfaction with quality & specifications of supplies. Satisfaction with supplies deliveries / frequency & up-take. Satisfaction with supplies ordering procedures. Satisfaction with suppliers' technical & other assistance received. Satisfaction with suppliers' technical documentation / instructions. Satisfaction with Local + Regional Managers.

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