American State Bank
46a West Street, Farnham, Surrey, GU9 7DX • Tel. +44(0)8451 303345
AMERICAN STATE BANK IMPROVES NEW-EMPLOYEE
TRAINING – AND CUSTOMER SERVICE!
“We use Key Survey so that we can track our new hires and our trainees’ job
performance once they’re finished with their training,” says Shonna Alderson, Training
Administrator for Employee Development at American State Bank. “We have a
survey asking what’s been the least effective, what’s been the most effective and what
suggestions they have. It also serves as a rating tool, to let us know what we’ve done that
worked, and what we can do to improve training further.”
Improve your training by getting feedback from employees – and their managers.
Turnover amongst American State’s almost six hundred entry-level employees is inherently
high because the bank is headquartered in Lubbock, Texas. The home of Texas Tech, a
major university, Lubbock is a college town with a high transience rate amongst entry-
level employees – students come to town for school, are often away during the summers,
and leave when they graduate. As a result, American State has to deal with significantly
higher employee turnover than most banks, making effective and streamlined training all
the more critical. As part of their continual-improvement process, they use Key Survey to
find what both the new employees and their managers think of the training program.
Key Survey has a short learning curve, so you can get started immediately.
“Key Survey’s so easy to use – it’s great. Very simple, very basic. Everyone can use it, so
we don’t have to really explain anything to them,” Alderson said.
Flexible – others in the company will find a use for it, too.
“I was very satisfied with how I was able to manipulate the program,” agreed
Communications Director Wayne Moore, who uses it for other internal communications.
“I did a newsletter survey; I wanted to get feedback from our entire staff about their
interest in the newsletter, and what kind of a news