Customer Experience
Dash
ezLeads
Digital
100

What does NPS stand for and what does it measure?

Net Promoter Score - On a scale of 1-10, customers rate how likely they are to recommend M&T Bank to family/friends.

100
When can you use Dash to open an account?
  • Individual and joint accounts for New and Existing Customers, including Accounts for Minors
  • US Citizens with Primary Form of ID and Resident Aliens
  • All Consumer product types available, except Money Market & Certificate of Deposit
100

What is the Albany region's ezLead contact rate?

49%

100

What are 3 of our digital services to help customers with fraud?

ezShield, Alerts, Lock/Unlock card, Lost/Stolen card, electronic statements

200

What is "Top Box" scoring in Customer Service?

Only the highest rating counts towards the customer satisfaction score. 

200

What online banking information & servicing can you do in Dash?

  • Update a customer’s Retail Web Banking email address.
  • Enroll an existing Retail Web Banking customer into e-Statements and Bill Pay.
  • Change existing e-Statement delivery options for customer accounts
  • See a customers User ID & last login date
200

How long do ezLeads remain active in your ezLead box before expiring?

30 calendar days

200

What are 3 of our digital services that help customers with moving money?

Pay a bill, internal transfers, Loan Payments, Mobile Check, Zelle, withdrawing a custom amount from the ATM, non-M&T loan payments, bank to bank transfers, ATM Check Deposits

300

What 1 question is the Branch Satisfaction score based on?

"Overall, how satisfied were you with XXXX branch?" - rated on a scale of 1-5.

300

What are 3 new capabilities added this year?

Travel Notes, Online Maintenance, MyWay Banking accounts for 17 year olds, 13-17 can be secondary on MyWay, secondary ID types, can view closed/charged off loan, wire transaction history tab, print history, credit card fee assistance 
300

How can you improve your branch's ezLead contact rate?

Consistent outreach, scheduled calling time, daily huddles around new leads, accepting leads on a daily basis, using customer's preferred method of contact for outreach (i.e. phone vs email) 

300

Name 3 of our business banking demos we can share with customers.

Adding Subusers, Reset passcode, BCC servicing (authorized users, spend limits, cardholder activity), Biz Pay (wire transfers, ACH payments, 4 different demos), NOTA, Remote Check Deposit, Opening a Business Account

400
How are 3 different ways customers can access M&T Bank?

Branch, ATM, TCC, Online Banking, Mobile Banking

400

What is different between submitting a wire in Dash under $250,000 versus over $250,000?

Wire transfers within this dollar range will require a second approver to review, authorize, and attest to the validity of the entire transaction.

400

For the Albany region - what "Moment the Matters" lead have branches received the most? What about the second most? Checking Writing Increase, Increase in Debit Card transactions, Large Deposit, New Home, New Job, Potential Bonus, Raise/Increase in Salary, Recently Retired, Average Checking Balance increase

#1 - Checking Writing Increase, #2 - Average Checking Balance Increase

400

How can you help enroll a customer in online or mobile banking?

Have them download our mobile banking app and enroll directly through the app. If they have a tablet device with them, they can also enroll through our online banking login page.

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