Each year, TimeTrade conducts a survey of credit union members to take their pulse on issues related to the quality of service they receive when they visit a branch. The findings consistently show that credit union members still like to conduct their financial transactions at the branch, even with the increasing availability of online banking options.
And when they do take the time to go to a branch, they expect to receive exceptional service. Fortunately for the credit union industry, the survey respondents say they are receiving the high level of service they anticipate. More than 80 percent of members ranked their credit union a 4 or 5 on a scale of 5 for the quality of service they receive.
In general, the survey results show credit union members are more positive toward their institution than banking customers are, based on the results of the bank customer survey we conducted earlier this year. For example, on the question of quality of service, 45 percent of credit union members gave a rating of 5, compared to only 33 percent of bank customers.
Here are some other highlights of the credit union survey results:
- Nearly three-fourths of respondents visit a credit union branch five times a year or more.
- Member service is the top-rated factor when it comes to choosing which credit union to use.
- Almost 80 percent of members feel they have a personalized experience when they visit their credit union.
- While deposits and withdrawals are the reason for the vast majority of branch visits, 13 percent of respondents say they go to a credit union for notary public services.
- Long lines at teller windows, inconvenient hours, and long waits for other services (loans, mortgages, etc.) are members’ top dislikes about branch visits.
- More than 60 percent of members say they wait at least five minutes for service when they visit a branch—that includes 13 percent of respondents who say they wait more than 10 minutes.
- To reduce the wait, 62 percent of members would be happy to schedule an appointment to meet with the right person at a convenient time at the branch.
For the full results of the survey, download the free report.You don’t have to work in a customer service or support job to have a pretty good idea that it can be quite challenging—on a good day! As consumers, we all have engaged with the customer service or support team at a company with which we do business. Many times, it’s a great experience and it leaves us feeling even better about the organization with which we’re spending our money. Other times, it can quickly make us question the decision we’ve made to do business with a particular brand. As a company in the business of helping our customers provide their customers with an exceptional experience every time they engage, we know how challenging it is for the teams that provide onboarding services for new customers, deliver product training, and respond to trouble tickets as quickly as possible. There is both an art and a science to providing outstanding customer service and support. Those who make a career in that field are among the most devoted and energetic employees. But even the most positive, enthusiastic customer success professionals can become frustrated with the day-to-day demands of the job. In fact, one of the biggest frustrations for service teams is how difficult it can be to connect with customers just to begin the process of serving them. The following infographic examines some of the frustrations that customer service and support teams experience—at least at those organizations that are not yet using the TimeTrade intelligent customer engagement solution to make connecting with customers faster and easier than ever!