Throughout Summer we conducted a survey with our members to find out more about how they feel about the credit union, and their finances. We were so pleased to see that over 700 or 16% of our 4,500 members took the time to complete the survey, and even more so that 90% of members think our customer service is great, and that staff listen to and understand our members’ needs.
We also asked our members to let us know how likely it is they would recommend Stockport Credit Union to their friends and family, and a whopping 86% gave us a 100% rating that they’d do this. This also means we could calculate our Net Promoter Score, a measure of customer loyalty and satisfaction. We were amazed to see it was +90, especially as the average in the finance industry is only +34.
The survey gave us the opportunity to learn more about our members’ finances, which we felt was really important to ensure our products and services reflect what was needed, and also to understand how the cost-of-living crisis is impacting people:
- 50% of our members use us because of the availability of loans, and 38% because we help with regular savings
- 89% feel very confident or confident about managing finances
- 35% of members have reduced or completely used their savings in the last 12 months
- 60% of those people who had taken a loan out in the last 12 months did so for home improvements, holidays expenses, school unform costs or to purchase white goods.
Thank you to everyone who took the time to complete our survey, and congratulations to Shireen who was the winner in our £50 prize draw! Your feedback is really important to us, and we’ll strive to continue to exceed your expectations and be there for when our members need us.