FAQs

Q. What is the purpose of the Community?

A. The purpose of the Community is to provide an efficient way of gathering high-quality input from an engaged, representative group of customers to help drive business decisions at all levels—operational to strategic on a variety of topics. Engaging customers in creating solutions and solving problems to help maximize results and achieve success.

Q. Why did I receive an invitation to take a survey?

A. You received an invitation in May/June asking you to join the Community in which you indicated your agreement to be a member.

Q. How will the company use the survey results?

A. Results from the member surveys are presented to business units throughout KeyBank. After we
have discussed the results and provided recommendations, we ask our business partners to
follow-up with us and tell us what actions have been taken from the survey results. We may choose from time to time to report these results back to our members.

Q. Will anyone ever see my individual results?

A. No. To ensure your total privacy, your answers are confidential and grouped in total with other
KeyBank Voices community members who have completed the same survey.

Q. My password is not working when I return to the portal page.

A. If you have been re-directed to the member portal page after completing the questionnaire, you do not need to login to submit your answers. They are already registered. You are re-directed to the member portal page by default should you wish to update or change any of your account information.
If you have not yet received and clicked the link in your e-mail to confirm your registration, you will not be able to log into the community. Check your e-mail for this confirmation and follow the steps to complete your entrance into the community.
When logging in, make sure you don’t enter any unnecessary spaces before or after your e-mail address or password. The system reads blank spaces as extra characters.

Q. I can’t remember my password.

A. If you cannot remember your password, simply click on the “Forgot password” button on the member login page and enter your email address into the required field to have it e-mailed to yourself. If you continue to experience problems you can click on the "Submit my issue to the support team below", and ask for assistance.

Q. I can’t login, I get an “e-mail does not exist” message when I try to login.

A. If you did not complete the first study you were invited to and click the link in your confirmation e-mail, you are not fully registered in the community. If you have completed these steps and still cannot login, try closing the portal page and returning in a few minutes.

Check your Inbox and Junk Mail folder for the confirmation e-mail; depending on your e-mail provider, it may have been directed to your Junk Mail folder.

Q. Are there any prizes for filling out the survey?

A. If there is a prize or a contest being offered for this particular survey, you will find the details in either your study invitation (e-mail) or within the study itself. Be sure to read the information provided so you are familiar with the terms and procedures for the prize fulfillment.

Q. I am not needed to complete this study. Why?

A. Each community is made up of a number of categories with a specific quota to ensure the community distribution is accurately represented. Based on the answers that you have submitted, one or more of the categories that you fall into has been filled.

Q. I didn’t receive the confirmation e-mail.

A. This may be the result of one of two things:

1. Depending upon your e-mail provider and your personal e-mail settings, some e-mails sent from an automated system may be diverted directly into your Junk Mail folder. To avoid this, you can add our address to your safe list or address book.

2. You may have entered your email address incorrectly, which would have sent your confirmation to an invalid address. If this has happened, you will need to fill out the questionnaire again. Always type carefully when you respond to survey questions to avoid this happening.

Q. I would like to unsubscribe.

A. At any time, you may click on any of the “To unsubscribe click here” link found at the bottom of any of our email communications.  An unsubscribe confirmation page will launch, please click on the ‘unsubscribe’ button to confirm.

Q. I would like to update my e-mail address.

A. You may change your e-mail address any time by simply logging into the community and clicking "change e-mail" under the "User Profile Information" section.

Q. How do I log back into the KeyBank Voices community?

A. If you wish to log back into the KeyBank Voices community, save the login page URL: https://www.keybankvoices.com/ in the favorites tab of your browser or in a place where it is easily retrievable.

When on the login page, you will need your login details: the email* and password that you set most recently (or when signing up as a member).

*Please note that you can check the Remember me box on the login page so that your login email is saved for the next time you wish to sign into KeyBank Voices.

If you are having trouble remembering your password, you may click Forgot password? and login details will be sent to your email address.

Q. I have a question about one or more of my KeyBank accounts. Where can I go for help?

A. KeyBank Voices is not designed to discuss your KeyBank account-related issues on this forum. You may connect to www.key.com, call 800-KEY2YOU (539-2968) or TDD/TTY Hearing impaired 800-539-8336, or visit your local branch for account assistance.

Q. How do I post in a forum?

A. When entering a forum, you will often see content from the moderator at the top and a list of posts with questions that the moderator has posted for you to answer under Topics. Click into any of the posts you see under Topics and take a look at what the moderator and other members are saying. When you would like to reply to the moderator or another member, click REPLY in the top right corner of their post. If you would like to quote their message in your response, press the QUOTE button. Write your response. Press POST.

In some forums, you can start your own “threads”, which means you can start your own topic related to what the moderator has written at the top of the Topic lists. To start a NEW topic or thread, click on the WRITE A NEW POST button in the forum. Write your comment/topic and post as above.

Q. How do I find my posts?

A. Here are a few tips to help you navigate through the forum and find your posts...

1. You can check out My Discussions on the right hand side menu on the FORUMS page.
2. To see your recent posts simply click on your username in a past post and you will be able to see all of the threads you posted recently under Recent Posts.
3. You can mark other member's posts as Favorites by adding their post as a Favorite. To access all of your favorite posts, click on your username in the top right hand corner and click the Favorites tab.
4. To see if someone has responded to your post all you have to do is click on your username in a past post. Click on the Site Options tab and change the default view to THREADED VIEW. Click SAVE once you are done. The threaded view will show a menu of all of the posts within each forum you click in. Find your username and see if there is someone that responded to you.

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