I recently had cause to appeal to NAB via Twitter for assistance in resolving a business banking issue. This was an exercise in futility – I could argue they simply transferred their lack of action from the branch, to the call centre, to Twitter – same bank, same outcome different channel. What was even more interesting was the NAB social media team sending me a request to complete a survey as to my level of satisfaction of our Twitter chat – this blog post contains my text responses to this survey.

The survey asked 3 basic questions around satisfaction:
Overall: How satisfied were you with the service we gave through Twitter: Not very, in fact calling it service is a stretch – you DM’d me but...






