We want to make sure we are doing the best job... but we need YOUR help!

Listening to our members is a critical step in how we serve you. After all, if we do not know how you are feeling, how can we affect change?

Each month we send out surveys to members who have completed specific transactions in the previous month. We ask questions about the transaction and some general questions related to your satisfaction and advocacy. Over the course of the year we analyze the results and look for trends and once a year we let you know what you have been saying to us.

Survey says...

One of the key statistics we look at is a Net Promoter Score (NPS) which measures how likely you are to promote us to your family and co-workers. In other words are you an advocate for The Credit Union. Research studies have shown a relationship between NPS and satisfaction, which just makes sense. If you are satisfied with us as your financial institution you are more likely to recommend us. Based on the NPS we give each transaction a letter grade.

We earn an ‘A’ when we get the chance to see you in person; when you are in the branch completing a transaction, opening a loan or having your mutual fund portfolio reviewed. When you are completing an automated transaction much is dependent on whether technology is working properly. Once you step up to an ATM, Credit Union or Exchange or sign on to home banking, you have every right to expect it to work. Over the past two years the percentage of members reporting that the Credit Union ATM always worked properly, ATM card worked every time and that they were always able to access their money has increased significantly. That is great news and we are on the way to earning a ‘B’. Likewise, our score when it comes to statements is almost a ‘B’ too.

But we needed more...

Our thanks to each and every member who took the time to complete a survey. We also sent surveys for new membership, chequing, term investment, mutual fund opening and closed memberships. Unfortunately, we did not generate enough responses for these surveys to get the information needed to facilitate change.

It’s time...

In 2012 our monthly surveys will stop. We have not completed a full membership survey since 2006 and we have lots of things we want to get your feedback on. It is not finalized yet but later this spring we will announce our 2012 Membership Survey. Again a random sample of our members will be asked to complete a survey and we hope we can count on your support. We C.U.™ so together we can make The Credit Union better.