In its first members’ survey to be conducted online, Just Credit Union has been given a massive validation of the value of its staff.
Members of Shropshire’s not-for-profit community bank have given staff a 95% ‘excellent’ or ‘very good’ rating for helpfulness and friendliness.
They similarly rated the knowledge and approachability of Just Credit Union team.
Chief Officer Karen Farrow said: “Just Credit Union recognises that people will only recommend our services to others if we provide excellent customer service and the members’ survey has given us great feedback in that regard.
“It is also important that we provide the right range of services that are easy for our members to access and use.”
She said 93% rated the ease of the loan process as either ‘excellent’ or ‘very good’ and a similar number rated Just Credit Union’s range of products as ‘excellent’ or ‘very good.’
Karen added: “We also asked our members what was important to them and from our viewpoint what was really encouraging was how much our members have bought into the Just Credit Union ethos.
“Eighty six percent said our not-for-profit status was ‘very important’ or ‘extremely important’ and a similar number said our support for the local community and economy, as well as our ethical policies, were also very important to them.
“Nine out of 10 of our members said in the on line survey that they would recommend us to family and friends.”
She said Just Credit Union were ‘delighted’ with the feedback received in the survey, particularly the figures relating to whether members would recommend the bank to their family and friends.
Over 90% said they were ‘likely’ or ‘very likely’ with 84% saying they were ‘very likely’ to recommend the service to family and friends.
Just Credit Union’s Chair of Trustees Mark Perez said: “As a not-for-profit member owned co-operative, we are very reliant on word of mouth and therefore the fact that over 90% are ‘likely’ or ‘very likely’ to recommend us bodes well for our continuing growth and success.
“This clear endorsement from our existing members can give anybody who lives or works in Shropshire and Telford confidence that when they join their community credit union, they will have access to great services and products.
“Members who took part in the survey also showed that joining the credit union had a positive impact with 70% of respondents saying their financial knowledge and security had ‘significantly improved’ or ‘improved,’.”
Mark added that very close to 60% said they had heard of Just Credit Union from family and friends, reflecting how important community was to the bank.
“Lots of people may not have heard of the credit union, but when they do and try out our services, they very quickly become advocates of the credit union, encouraging other people to find out about us and join.
“That is a great testament to the attitude and hard work of the team.”