1st Mariner's Online Products & Services Survey Results

by Erica Barry 21. September 2011

Last month we asked you - our customers - to take part in a survey that was designed to gauge your opinions on how we can provide you with improved online services, support and products.

We received a TON of great feedback and are extremely pleased with the amount of participation that we received.

So we thought we'd go ahead and share some of the highlights with you. Rest assured that we will be using your feedback to guide us through the redesign of 1stMarinerBank.com.

Here's what you had to say... 

Customer Service

What, if anything, sets 1st Mariner Bank apart from other financial institutions? 

 1st Mariner Bank Customer Service74% of customers said the friendliness and professionalism of our staff 

Comments:

"It's locally owned."
"Still provides free checking which is rare these days."
"They are like an extended family."
"Extremely friendly and helpful staff."
"Personal service."
"I've had excellent service at all of the 1st Mariner branches , mostly at  the Carroll Island and Middle River branch. They are the nicest people, and very helpful to any questions. Thank you 1st Mariner, I have had five banks in 51 years and 1s Mariner Bank is by far the best!"
How likely would you be to recommend 1st Mariner Bank to a family member of friend?

  • 93% of customers said they were extremely likely or likely to recommend 1st Mariner bank to a family member or friend. 

Loyalty

  • Nearly 87% of people have had accounts with us for 2-plus years.
1st Mariner Bank Customer LoyaltyOnline Services
  • 96% of customers using Online Banking said they were either very satisfied or satisfied with our Online Banking service.
  • 92% of customers that have used our Click to Chat services have been either extremely satisfied or satisfied with their experience.

Comments

"Very efficient online banking and bill pay. I keep 1st Mariner for this reason and love being able to print out copies of cashed checks."
"I can always talk to a human if I want to."
"Very convenient for checking the balances in my accounts regularly to avoid overdrafts."
"Online banking, bill pay and mobile money are extremely user-friendly and perform all of the tasks that I would expect them to."


Are there additional Online Services that you'd like to see provided?

  • Mobile Deposit (check capture)
  • An android app.
  • A place for customer testimonials section.
  • Account balance email alerts.

This is GREAT feedback for us! We can assure you that all of these items will be taken into consideration and we'll do our best to incorporate them into future improvements for you.

Thank You!
These results are fantastic and we are proud to have such wonderful and loyal customers. We're thrilled that you've been happy with your experience with 1st Mariner Bank and look forward to delivering on some of the improvements that you've suggested.A big THANK YOU to all of our customers who took the time to complete our survey and to provide us with the much needed feedback that we'll need to improve your banking relationship with us.

If for some reason you were not able to participate in our survey and would like to provide us with additional feedback,please email us or call our Customer Contact Center at 410-558-4200.



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