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U.S. Bank Customer Service Center Satisfaction Survey
 
Business
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Please rate the support and service provided by the U.S. Bank Customer Service Center. This is the general telephone assistance group that works with you on requests such as activating your card, processing payments, resolving disputes and canceling lost or stolen cards.
First Name:
Last Name:
Company:
E-mail Address:
Have you personally been in contact with the U.S. Bank Customer
Service Center in the past year?

Note, if you have not been in contact with the Customer Service Center in the past year, you will advance to the "Card Program" section of the survey.
 
Approximately how many times have you been in contact with the U.S. Bank Customer Service Center in the past year?

 
Purpose of Call
Please think back to the last time you contacted the U.S. Bank Customer Service Center, which of the following best describes the primary purpose of your call?   Balance inquiry
  Declined authorization of the card
  Dispute with a merchant
  Finance charges or fees
  Lost, stolen or damaged card
  Name or address change
  Payment issues
  Statement not received or late
  Other reason (please specify):

 
The instructions on the Customer Service Center telephone menu were easy to follow.
The instructions on the Customer Service Center telephone menu were comprehensive.

 
Speed of Service
Thinking of the primary reason for your last call to the U.S. Bank Customer Service Center, how many times in total did you contact the Customer Service Center regarding this issue?

How long did it take to complete the transaction or resolve the issue?

Did this timeframe...?

 
Customer Service Representative
Please evaluate the performance of the Customer Service Representative (CSR) who assisted you in your last contact with the U.S. Bank Customer Service Center. How would you rate your satisfaction with the CSR on the following statements . . .?
 
Was easily reached.
Was courteous and professional.
Clearly understood your request when you contacted them.
Had the authority to handle your request.
Was interested in solving the problem or fulfilling your request.
Provided useful assistance.
Was knowledgeable about U.S. Bank's card programs.
Gave clear explanations of U.S. Bank's policies and procedures.
Provided accurate information.
Provided solutions in easy to understand terms.
Overall, how satisfied are you with the service and support you received from the U.S. Bank Customer Service Center?
Based on the experiences you have had with the U.S. Bank Customer Service Center in the past 12 months, would you say the quality of service has . . . ?

What could the U.S. Bank Customer Service Center do to serve you better?


 

 
Card Program
Please rate the following aspects of your U.S. Bank card program by indicating how satisfied you are with the following statements.
 
Number of places where the card is accepted.
Timeliness of account statements.
Accuracy of account statements.
Ease of understanding your account statement.
Ease of reconciling your account.
Ease of payment.
Simplicity of handling corporate expenses.
Overall, how satisfied are you with your U.S. Bank card?
Are there any additional product or service features/benefits that you would like to have incorporated into your U.S. Bank card program?