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Member Survey Feedback

Member Survey Feedback

In early 2010, work was focused on the following improvements in response to what our members requested through our surveys and call center. Read what members are saying:

Feedback: Better information is needed about how to locate surcharge-free ATMs, Service Centers, and Shared Branches.
Response: Some members use our locator link but found the information incorrect. As a result, we upgraded our online locator guide. Members can now access our online locator to find a surcharge-free ATM, Service Center or Shared Branch by selecting "Find a Free ATM or Branch". link along the top of every page on our Web site and also on our mobile site. To enable our members to access the Credit Union, no matter where they are, our new location database:

  • Is updated in real-time to ensure accuracy of over 70,000 surcharge-free network ATM locations that our members can access
  • Has the ability to indicate which ATM is able to accept deposits
  • Enables members to download data into their GPS.

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    Feedback: Members request more easy ways to conduct transactions with the Credit Union—especially if a Service Center isn’t close by.
    Response:     Members will soon be able to deposit a check from home! This newest Online Service we call “Deposit Anywhere” will enable our members to submit checks for deposit directly to the Credit Union simply by using a scanner and Online Banking. We are currently beta testing Deposit Anywhere and it’s scheduled to launch in September, so look for more information on this soon.

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    Feedback: Requests were made for Debit Card limit increases after some members found their transactions denied due to those limits.
    Response:     Because we've improved the secure monitoring of our members' Debit Cards, we have been able to increase the ATM limits from $500/day to $1,000/day for ATM withdrawals, and from $500/day to $3,000/day for purchases made using a PIN. Signature-based purchase limits remain at $10,000/day. Individual exceptions to these limits remain unchanged.

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    Feedback: Members requested the loan process be more streamlined and speedy—especially for their loan paperwork.
    Response:     To help streamline the loan process and save members time, we have begun using Docusign, a program that allows our employees to send secure account and loan documents to members, and receive their signature electronically. Obtaining member signatures electronically through secure email saves both our members’ and employees’ time, ultimately allowing our members to have quicker access to the funds they need.

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    Feedback: Communication regarding auto loans can be clearer and more frequent.
    Response:     Very soon, we will start sending members a welcome email as a part of the lending process to include the name and contact information of their loan representative so they can get answers to any questions they may have about their loan during and after they close their loan.

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    Feedback: New members weren’t always sure how to access and use their new account.
    Response:     Our New Member Welcome letter was enhanced with customization to display all of the account types that the member opened, further instructions outlining next steps for their accounts (if applicable), and where they can find more information about their accounts such as enrolling in Online Banking and other Online Services. We think these more targeted instructions will help!

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    Response Follow Up: With our last update, we stated that we would soon have a Quicken self-help area on our Web site with instructions on how to set up Express Web Connect and links to the online support forum called Quicken Community. We're happy to let you know that this Quicken Member Support section, along with frequently asked questions is now available within the Online Services area of our Web site.

    We look forward to hearing from you on how we can make the Credit Union your essential financial partner. Feel free to email or call us at 800-323-8956.

    View a list of previous member service improvements.