US Bank 2001 Annual Report Download - page 3

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This changes banking forever.
Guaranteed customer service
by every business line and
every employee for every
transaction, every day. Our
exclusive Five Star Service
Guarantee puts customer
needs first and foremost.
Delivering
Five Star Service Guaranteed
Outstanding customer service is so
fundamental to the way we do business
that our employees wear lapel pins with
the inscription “Service Guaranteed” as
a visible symbol of our commitment to
customers. A replica of that pin is on the
cover of this report, signifying its impor-
tance to U.S. Bank®
.
In 1996, we created the original
Five Star Service Guarantee for all of
our customers who bank in a branch
office. Our goal: to bring customers the
highest level of service they have ever
experienced from a financial institution.
Since then, our pursuit of excellence
has expanded to every line of business
and department at U.S. Bank. Each one
has its own set of Five Star Service
Guarantees — more than 80 guarantees
in all, delivered by all business lines
throughout our organization.
This means that every employee is
working every day not just to meet cus-
tomer needs, but to exceed them. And, if
anyone at U.S. Bank fails to keep any of
our guarantees, we pay the customer for
the inconvenience.
We recognize that our service is
what differentiates U.S. Bank from our
competition. Product features and rates
may be similar among banks, but
guaranteed, outstanding service makes
U.S. Bank unique. We say that some
banks talk about great service, but only
U.S. Bank guarantees it.
Circle of Service Excellence
Our Five Star Service Guarantee is
built on the outstanding efforts of our
employees and their commitment and
contribution to delivering the highest
level of quality service for our customers.
Each quarter we choose a select few
employees who exemplify outstanding
service for induction into the Circle of
Service Excellence. We honor them at
a luncheon hosted by U.S. Bancorp
executives and at a Board of Directors
meeting. We prominently display their
portraits at our Five Star Halls of Fame,
located in seven major markets. Stock
options and local recognition are among
the other ways we reward these top
performers. We invite you to nominate
an outstanding employee for our
Circle of Service Excellence using the
attached self-addressed, postage-paid
nomination form.
1
U.S. Bancorp