Research

Member Surveys

Evaluating member opinions / perceptions / loyalty or satisfaction levels is not simply asking the question: “Are you satisfied with our service or will you continue to do business with us?” It is discovering if member satisfaction, perceptions and past and possible future behaviors will earn the credit union additional share of wallet and successful referrals.

Many member surveys do not identify the reasons why consumers feel satisfied or dissatisfied; they simply report that a problem may or may not exist. In our experience the majority of members are generally satisfied with the overall level of service provided by credit unions but this satisfaction may not be translated into the same level of additional patronage, referrals or loyalty.

Central 1 Credit Union’s membership research approach and analysis will explain what components of customer service the credit union excels and what areas may need improvement. It will also measure whether or not the credit union is achieving its stated goals and objectives outlined in the strategic plan. Every question asked on a member survey must be able to provide the credit union with actionable information; Central 1’s fully customized member surveys achieve that goal. Finally, the finished report will provide short term and long term plans of action to ensure the results of the research are used in the most effective manner.

What are the benefits of working with Central 1 Credit Union's Research department.

1) You will be working with a full time group of dedicated marketing professionals who understand credit unions and the environment which they conduct their business

2) Immediate access to a wider group of Central 1 staff and departments, who when needed, are able to provide expert advice and support

3) Exclusive access to major provincial and national research studies which allow credit unions to benchmark a variety of performance metrics; reports include:

Annual Products & Services Study - Motivators and Barriers Study - Defining Credit Union Customer Service Study - ATM Accessibility Study - Credit Union Attrition and Retention Study - A variety of Youth studies - Small Business - Plus a library of financial research reports from around the globe

No other research firm or consulting service in British Columbia has exclusive access to such a wide variety of specific Credit Union research or support than the Marketing & Research department at Central 1 Credit Union.

For more information or to receive a quote please contact:

Jim Walker
jwalker@central1.com
Research Manager
Phone: 604.730.6445  

Janet Daniel
jdaniel@central1.com
Manager, Research
Phone: 905.238.9400