On Saturday, February 6, the entire staff of the National Bank of Anguilla Ltd dedicated personal time to hear a presentation of their most recent survey results, followed by a workshop to review the reports in full detail.
Mr. E Valentine Banks, Chief Executive Officer of National Bank, remarked, “In these challenging times, we know much is expected of us. We would like to express our gratitude to every customer who took the time to take our recent survey and to have shared their candor.”

NBA's staff at workshop

He continued, “We know we are not perfect, and this feedback keeps us focused on improvements where improvements are needed – while allowing us to acknowledge our staff when they are recognised in the surveys for giving their best service to customers, as well.”
The workshop began with an overview of the recent survey results by Ms. Melinda Goddard, principal of ClienTell Consulting, LLC, who assisted NBA in conducting and reporting the surveys.

NBA's staff reading comments

The staff then moved into work groups to read every comment and review ratings charts reported in the process. The surveys and reports also included feedback from employees and offshore Private Banking and Trust clients, in addition to the main survey taken by customers who live and bank in Anguilla.

NBA's staff reading comments

The management and staff discussed ways they can continue to work to incorporate the suggestions and comments at both of their locations, as well as learn from input on NBA electronic banking services. “It can take time to revise, review and implement new procedures and sometimes add needed resources,” said Ms Caroll Morton, NBA Manager of Retail Banking. She added, “We would also like to thank our customers for their patience and partnership, as we continue our efforts to address their feedback throughout the coming year.”

Mr. Banks reading comments

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