Our Member Service – you told us! | BELONG

Our Member Service – you told us!

The Credit Union has always been serious about listening to our members. In fact, when we decided to change our marketing and branding strategy we started by simply stating our reason for being – We C.U.™

We C.U.™ when we are helping you meet your financial goals today and in the future, opening new products and when you are telling us your opinion. Your opinion affects change and every member has the opportunity to shape The Credit Union.

Each month we send out one of several Point of Service surveys (POS survey) to a randomly selected sample of members based on their activity for the previous month. We survey members who have opened a new membership, investment, loan, mutual fund or chequing account. Members who have completed an in-branch or automated transaction, received a statement or came in for their annual investment portfolio review are also surveyed. Finally, those members who have paid off a loan or closed their membership are surveyed too.

Once or twice a year we examine the results and use them to make decisions on everything from policies and procedures to new products and services. In fact, it was our members dissatisfaction with our ATM performance which led us to make a policy change. So, if our ATM is down when you need to access your money you can go to the nearest ATM and we will reimburse you any fees you are charged. No questions asked. Likewise, you let us know loud and clear you wanted a better online bill payment system and we obliged. Of course, we cannot grant all your wishes but the point is that we take your input very seriously and use it to make the best possible decisions for our members and The Credit Union overall.

So how did we do this year?

Finally, our ATM scores are improving. We have improved our downtime and you are noticing. Over half of those members who responded to the survey indicated that our ATM worked properly all the time. Three quarters said their access card always worked and 68% said they were always able to access their money. You do not know what good news that is for us to hear. At one point less than a third of respondents indicated the ATM worked properly, only half said their card worked and less than half were always able to access their money. We do note there is room for improvement but we are on an upward trend.

For those members who have come in to a branch to complete a transaction, our grades are improving there as well. You feel more respected and are more likely to indicate you had the right amount of privacy to complete your transaction. Three quarters of respondents said we did it right the first time and completed your transaction in a timely manner. Unfortunately we may have made you wait too long in line.

We have changed our chequing products which has simplified monthly statements for many members. We believe this is the reason for our improved statement scores. Members said the information was understandable (79% responded always), without jargon (77% responded always), accurate (86% responded always) and timely (78% always). Everything can’t be a positive and we were surprised our knowledge when you call or come in to ask questions needs improvement. We will work to improve that.

All of this is excellent information and allows us to take a look at our products and services and how we conduct our relationship with our members. But to get the information we need – we need you. We still have not received enough feedback on several of our surveys; chequing, new memberships, mutual funds or investment openings, paid out loans or portfolio reviews. We cannot improve our products and services without your feedback. So if you have a survey and you have not completed it - please consider doing so and sending it in. We need your help.