Frequently Asked Questions

How do I join?

To join the Customer Connection Community you will need to complete a profiling survey to tell us a little bit about you and your household. Once you've done this, we'll send you a confirmation email. You must click on the link in the email to complete your registration and become an official member. It’s only after that that we are able to send you surveys and other activities and you can start earning great rewards.

What's in it for me?

Customer Connection is an opportunity to have your say and ultimately contribute to future developments on financial products and services, and your customer experiences. Your feedback from our research will go towards making real improvements to products and services. You'll also have an opportunity to earn great rewards by participating.

How often will I be invited to take part in a survey?

Once you have completed the profiling survey about yourself we will invite you to participate in surveys and other research projects from time to time. We know your time is valuable, so we will try to keep our surveys as short as possible.

How often may I participate in any one survey?

Customer Connection is professional market research. U.S. Bank’s Business Banking team, rely on us to collect your feedback and deliver accurate results. Therefore, our surveys are by invitation only, and to ensure the highest standards of professional research, you can complete any given survey only once.

How will I know if there is a survey for me to complete?

We will send you an email invitation with a link to a survey. All of the surveys that you are eligible to take part in will also be available on the Customer Connection Community website once you log in. Log in regularly to ensure you don’t miss sharing your opinions.

How are the results of the research used and by whom?

The results will be used by U.S. Bank’s Business Banking team in their development on financial products and services, and your customer experiences.

What if I forgot my password?

As a reminder, your password is a minimum of 8 characters, contains at least 1 letter, at least 1 symbol, at least 1 number and both upper and lower-case letters. Click here to reset your password. We will then email you a secure link via which a new password can be set. You can then use this new password to log into the Customer Connection Community.

What happens to my personal information and the answers I give?

You can be assured that all the information you give us will remain confidential at all times. We will not sell your data on to third parties. All of our findings are covered by our privacy policy here.

How do I cancel my membership to the Customer Connection Community?

You can unsubscribe from the Customer Connection Community by logging in and editing your profile. There you will find the option to unsubscribe. If you’re not able to log in, please send us an email and let us know you’d like to unsubscribe. Click here to contact us.

Who is Maru/Matchbox?

Maru/Matchbox is a global Research Agency that specializes in creating and managing panels and communities. More information can be found here.

What do I do if I need help?

If you experience any problems with the Customer Connection Community website, please click here.

What kind of activities may I expect?

As a member of the Customer Connection Community, you'll be invited to participate in surveys, polls and discussions. You may also be invited to participate in online focus groups and diaries. Log in regularly to check for activities available to you or watch your email for invites.

What are the rewards for participating?

As a member of Customer Connection, for most surveys, you will be awarded points that can be redeemed for gift certificates or charitable donations online after you have accumulated a minimum number of points - it's easy to earn great rewards.

The number of points you earn will vary based on how much effort is required. Our invitation for each survey or other activity will always include how many points you will earn for participating. Participate as often as you can and watch your point balance grow.

*Note, points value may change based on member feedback and participation rates. We'll always let you know when this happens.

How do I check my points balance and redeem my points?

To redeem your points, simply click on 'Rewards' in the top navigation after logging in, then click on 'Survey Points' to view your point balance and gift card or charitable donation options. If you have at least 1000 points, you may click on the gift card or charitable donation of your choice and redeem. You will receive your electronic gift card by email.

To ensure you receive our emails, please add our email address support@customerconnection.usbank.com to your safe sender list, safe recipient list, white list (different names are used in different email programs) or to your address book.

Is there a limit to the number of reward points I can earn?

There is no limit to the number of points you can earn.

Do reward points expire?

Yes, reward points will expire after 12 months. You have earned these points - make sure you redeem them on a regular basis to avoid losing any. Please feel free to Contact us at support@customerconnection.usbank.com with any concerns.

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