Galileo From the Frontlines August 2014

Please answer the survey. Your responses are highly appreciated.
Name: 


A red asterisk (*) indicates required questions.

  1. What is top reason why customers want to escalate their calls?*


  1. Based on your answer in question number 1, what do you think can be improved in our processes/policies to minimize escalations?*


  1. What is the most common reason why cardholders want to cancel their accounts?*


  1. Based on your answer in question number 3, what do you think can be improved as far as our processes/policies to prevent customers from cancelling?*


  1. Based on customer’s feedback, what is the reason why customers choose Balance Financial cards over other debit cards?*


  1. What challenges are you experiencing when initiating disputes?*


  1. What improvement/s would you suggest to help you overcome these challenges?*


  1. How did your ability to release authorizations over the phone help you assist our customers better?*


  1. What challenges are you facing when releasing authorizations over the phone?*


  1. What improvement/s would you suggest to help you overcome these challenges?*


  1. What specific changes would you like see in CST?*


  1. What changes/modifications to the Scope would you recommend?*





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