Your Feedback Shapes Our Service
The Voice to Value Program ensures your experience directly informs how we improve our services, solutions, and customer experience—quarter after quarter.
What Is the Voice to Value Program?
The Voice to Value Program is our structured customer listening initiative designed to capture meaningful feedback across key customer segments. Your insights help guide improvements to our service, experiences, and solutions—so we can better meet your needs at every stage of your relationship with us.
How the Program Works
The Voice to Value Program is our structured customer listening initiative designed to capture meaningful feedback across key customer segments. Your insights help guide improvements to our service, experiences, and solutions—so we can better meet your needs at every stage of your relationship with us.
Random Selection
Each quarter, customers are randomly selected from key segments to ensure a balanced, representative mix of voices.
Quick Survey
Selected customers receive a short, easy to complete survey via email (typically three (3) minutes or less).
Insight & Action
Feedback is analyzed by our service, product, and customer experience teams to identify actionable improvements.
Continuous Improvement
Insights drive enhancements to service delivery, solutions, and overall customer experience.
Random Selection
Each quarter, customers are randomly selected from key segments to ensure a balanced, representative mix of voices.
Quick Survey
Selected customers receive a short, easy to complete survey via email (typically three (3) minutes or less).
Insight & Action
Feedback is analyzed by our service, product, and customer experience teams to identify actionable improvements.
Continuous Improvement
Insights drive enhancements to service delivery, solutions, and overall customer experience.
Voice to Value Program FAQs
Learn how your feedback helps us improve experiences, strengthen solutions, and deliver greater value—one voice at a time.
Have questions about the Voice to Value Program? You’re in the right place. This FAQ page explains how the program works, why you may have been invited to participate, and how your feedback helps drive meaningful improvements to our services, experiences, and solutions.
1. What is the Voice to Value Program?
The Voice to Value Program is our quarterly customer feedback initiative designed to capture insights across key customer segments. Your input helps guide improvements to our services, experiences, and solutions.
2. Why was I selected to participate?
Participants are chosen randomly each quarter from several customer groups, including new customers, longstanding customers, generation-specific segments, and one account relationship customers. Random selection ensures a balanced, representative mix of voices.
3. How does the survey process work?
If selected, you will receive a short survey via email. The survey is easy to complete and typically takes only a few minutes. Your responses are confidential and used solely to inform improvements.
4. How will my feedback be used?
Your feedback directly supports:
- Identification of actionable insights
- Enhancements to our customer service experience
- Development of solution improvements that better meet your needs
Your participation helps shape future offerings and service standards.
5. Is my information kept confidential?
Yes. All survey responses are confidential and reviewed solely for the purpose of improving our products, services, and customer experience.
6. Do I have to participate?
Participation is completely optional but highly encouraged. Your voice plays an important role in helping us deliver meaningful value.
7. How long does the survey take to complete?
Most surveys take three (3) minutes or less. We keep the process simple and respectful of your time.
8. Will I be contacted for additional feedback?
Unless you opt in to share more, you will not receive followup requests. However, your responses may help shape future enhancements that we may share in upcoming updates.
9. Who can I contact if I have questions about the program?
Our Customer Care team is here to help.
📞 6784064000
10. Where can I learn more about the program?
You can always refer to this page for updates and additional details. If new information becomes available, we will publish it here.
Why Your Participation Matters
Your feedback helps us:
- Identify actionable insights that drive real improvements
- Enhance the service and customer experience
- Refine and evolve solutions you rely on
- Create meaningful value based on what matters most to you
Every response directly influences how we improve.
Our Commitment to You
At Citizens Trust Bank, we are committed to listening, learning, and acting on what matters most to you. Through our Voice to Value.
Customer Listening Program, we actively invite your feedback to help improve our products, services, and overall customer experience.
Your voice plays an important role in shaping meaningful enhancements across the bank. We believe feedback should always lead to action—and we are committed to sharing how your insights drive positive change.
Voice to Value creates an open, transparent feedback process designed to strengthen trust and ensure continuous improvement at every customer touchpoint.
If you have questions or need support, our Citizens Trust Bank
Customer Care Team is here to help at 678.406.4000:
- Monday – Friday: 8:30 AM – 6:00 PM
- Saturday: 9:00 AM – 2:00 PM, ET
You can also reach us anytime through CONTACT US inquiry page to submit questions, feedback, or requests online.
Together, we’re building a better banking experience—guided by your voice and driven by value.
