Member Survey Results

Member Survey Results (Oct/Nov-2016)

This report summarizes the results of the Membership Satisfaction Survey that was conducted in October and Novmeber 2016. As part of our strategic initiatives, this survey was conducted to continue to gather more general information on our members’ overall impression of the organization.  We used the same three questions we used in the previous three surveys conducted and included the previously changed the free response section that reads: “How can we improve the services at FICU”. Surveys were again handed out at the teller lines and in our Lending and Member Services departments.  

The survey was conducted between Monday, October 24, 2016 and Friday, November 4, 2016. The survey was handed out at each of our teller lines in our El Centro, Brawley and Calexico locations.  We asked each member that would sit down with our Member Services Officers and our Lending Officers to complete the survey as well. An invitation to participate in the survey was also sent by e-mail using Survey Monkey to the membership on October 25, 2016 and a second went out on November 21st. We had a total of 167 responses. We received 90 (54%) responses by email and 77 (46%) responses at our branch locations.

The following questions were asked:

  1. I would recommend FICU to a friend or family member.
  2. I consistently receive great service at the FICU Branch I frequent.
  3. The products and services offered by FICU meet my needs.

 

The fourth section of the survey was for feedback, which is listed in this report. Of the 167 responses, we collected 86 surveys from members that were willing to share their opinions in the feedback section.  

 

Comparisons:

 

With every survey, we collect fewer responses. This is due to the majority of our members already having taken part in one of the previous three conducted.  The following chart is the satisfactory percentage collected from each question.

 

Questions:

Survey  1

 

Survey  2

Survey 3

Survey 4

Question 1:

97%

 

90%

93%

94%

Question 2:

97%

 

92%

89%

93%

Question 3:

92%

 

88%

89%

90%

 

The feedback given for section four was also very similar to the initial feedback collected. Members praised our customer service and felt we were doing well as an organization overall.  31% of the initial feedback was categorized as “no changes needed”. During both the second and third poll, an average of 18% of feedback collected fell into the same category.

The continuous category mentioned by our membership addressed Saturday and/or extended hours.  An average of 8% of members in the first three polls, and 9% in the latest requested the addition of Saturday and/or extended hours.  This request has since been met with the re-installment of Saturday hours, which began on Saturday, February 6, 2016. More marketing will be used in the smaller branches to help educate our members that we now offer services on Saturdays in El Centro. 

 

This was the last of two surveys that were scheduled to take place in 2016. Maintaining our satisfactory rating and/or improving on members’ opinion of our credit union will always be a top priority.

Again, we would like to thank all of our members that took the time to complete the Member Satisfaction Survey. We are very proud to see that our members continue to feel that we are doing a great job. We are continuing to improve at every opportunity and will always seek to improve our members’ experience at our branches and with our organization as a whole.