We value the relationships we have with our members and try to facilitate regular dialogue in order to find ways of making improvements.
Through customer mailings, information in branches, updates on our website, events and a twice-yearly newsletter called Connect, we endeavour to keep members informed about our products and services and how we may be able to help.
Equally though we recognise that engagement is about far more than just ‘telling’. We want to hear your thoughts and suggestions for things we could be doing better, which is why recent initiatives have focused on capturing feedback.
In our customer services centre, for example, members making telephone enquiries are invited to rate the service they have received immediately after their call and record any comments. The system is monitored in real-time, so any unsatisfied users can quickly be identified and offered further assistance should they need it.
This approach is replicated in our branches, making full use of technology so that satisfaction surveys can be completed via text message or email.
Feedback events are held throughout the year, including our Annual General Meeting and Members’ ViewPoint sessions, both of which provide opportunities to meet with and pose questions to the Board and senior management team.
We also have a customer panel which operates online to enable participation from a broader section of our membership. Our 2,000 panel members are invited to assist us with research on a variety of topics, including savings habits, mortgage applications, service standards and communication preferences.
We are also able to road test new product ideas and customer literature via the Panel by asking panel members to review their effectiveness.
So whether it’s an initial reaction in the moment about our quality of service, or detailed discussions at a face to face event, we want to know what our members think. Your feedback is always gratefully received and, most importantly, will be acted upon.