On-Line Banking Experience – FAIL!
In my last post, I talked about a local grocery store chain’s customer experience. One of their innovations was partnering with National Commerce Financial Corporation in which it co-owns 35 First Market Bank branches. Ironically, this post discusses an on-line banking experience with First Market Bank.
Yesterday, I tried to access my accounts with First Market Bank to pay a few bills. I was able to get to the home page, but when I selected the link to sign in to my account, I got nothing. The site eventually returned a page load error. Frustrating, but since I had a hundred other things to do, I moved on.
This morning, I went back to the First Market Bank site to access my account only to find that the problem had not been fixed. There was no message on the homepage regarding the problem, so I called the Internet Banking support line. The CSR apologized and informed me that “the site was down for maintenance”.
Having an IT background, I translated that to “something has gone terribly wrong with the software and the IT support team is having a hard time fixing it”. OK, I understand these things happen, but while the support team is busy wrestling with the problem, it’s critical that you let you customers know what’s going on.
At a minimum, the home page should be updated with a message that acknowledges the problem and provides direction for customers who need to transact business. If, for some reason, the home page can’t be updated, the account access link should be redirected to a page with the message. Now that the site has been down for more than 24 hours, they might want to consider sending an e-mail to their customers explaining the situation. These are simple things to do, but instead, I’m willing to bet that their call center is handling a unusually high number of calls, which in turn impacts the level of service provide through that channel.
If you walk into a store that’s in the process of remodeling, you usually see a “Pardon our Mess” sign. If you’re web business is dealing with technical problems that impact the customer experience, put up a sign to let your customers know.
Update (9/24 6:30pm): First Market Bank still not working, but they did put up a sign:
“First Market Bank is experiencing some technical difficulties which could impact some of our customers’ ability to access Online Banking. We are currently addressing the issue and should have it resolved shortly. Thank you for your patience.”