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Welcome to Blackhawk Bank

Our promise is to give you ‘The advice you need for the life you want.’  That advice works both ways; we need your advice too!

I’m  pretty sure my mother wasn’t the only one that shared the fact that each of us are given two ears and one mouth so we can listen twice as much as we speak. We’re committed to following that great advice by seeking feedback from clients like you so we can keep doing what you want and need us to do, and improve areas where we fall short.

Three ‘listening opportunities’ are underway:
Client Satisfaction Survey:  You can participate by clicking the Survey tab to the left.  It explores your client experience from drive-up to this website.  It will help us understand how /when /why you use each delivery channel and how we can make each experience even better.
Lobby Comment Cards:  When visiting a banking center, you can tell us about your experience.
Mystery Shopping:  Professional shoppers pose as Blackhawk clients to evaluate the whole banking experience - the appearance of our property, the professionalism of our associates, product appropriateness, wait times, and more. 

Gathering information is a great first step, but the real value is learning from it and making changes. 
Some of the things we’re doing to apply what we learn:
Comments that can be isolated to a specific individual or group of individuals are used for coaching – good and bad.  We coach to remind employees of the behaviors clients like so we can repeat that behavior or modify behaviors that aren’t desired.

Comments that relate to an on-going concern are investigated for additional follow-up with the client.

Product modification requests are referred to the appropriate division for evaluation.

Technology enhancement requests (e.g. new website features and functionality) are referred to our Technology Committee for evaluation and planning.

We also think it’s important to share what we learn and what changes you can expect. 
You’ll see more communications about ‘next steps’ resulting from your responses in future website articles and other client communications. 

Thanks for giving us the gift of feedback! 

Best Regards,
Terri L. Burdick, SVP Administration & Operations

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