The Credit Union has continued to focus on providing the best possible levels of customer service, and we were pleased that our latest annual member survey showed that the overall level of satisfaction with the services we provide has improved, with an average score of 8.7 out of a possible 10.
We focus on good service as it is good for business and because our ‘customers’ are our members, and they own the business. During 2020 we undertook our annual survey and asked our members how they rated us for customer service.
Despite our office being closed to visitors, over 19% of the members we contacted responded to the questionnaire. Of particular note was that 54% of those responding said that they had no savings at all before they joined the credit union. As our primary objective is to promote saving this is a very positive result.
The survey showed a high overall level of member satisfaction with the services we provide, with an average score of 8.7 out of a possible 10, an increase from 8.6 in the previous year. We believe that this is a significant achievement given the closure of the office to visitors and our tighter lending policies that led to more people having loan applications declined.
The survey showed that we need to do more to communicate our services, with nearly 27% not having heard of our mobile app and over 42% not having heard of our budgeting accounts or money advice services. This was a good improvement on the previous year, but an area for further progress.
Credit Union President Helen Baron said: “ We were pleased with the latest survey results in what has been a challenging year for everyone. High levels of member satisfaction are the most effective method of driving Credit Union membership recruitment, savings and take up of our Saver Loans, so we will continue to focus on the best possible levels of customer service and the ongoing improvement of everything we do.”