Thank you to all members who took the time to give us feedback via our Member Survey. The results have been reviewed by the board, and by our staff, and will help keep us focused on the areas most important to you as we continue to strive to offer you the best banking products and experience.

We will aim to use this survey as a reference point for the future so we can measure our ability to maintain our high standards of service.

We were thrilled to find that our members rated us between 9 and 10 for in branch Wait Times, Friendliness and Knowledge. In terms of general banking, we were also rated between 9 and 10 for efficiency and our ability to accommodate your needs. These results were consistent across all branches, giving us great confidence that no matter where our members are, we can deliver the same level of service.

One area that was highlighted for improvement was our overall product suite. A number of members expressed a desire for a Visa Debit card as the survey was completed prior to us launching this product. Happily, many of our members are now utilizing the new Visa Debit cards. With credit cards also around the corner, our product offering is about to become better than ever.

You have told us that 3 primary drivers for our members to bank with us are Loyalty, Rates/Fees and staff relationships. We have found that low rates and fees are a primary factor for younger members, and, not surprisingly, loyalty increases over time. With that in mind, rest assured that we will be doing all that we can to maintain our low interest rates on loans and to minimize fees as we strive to earn the ongoing loyalty of all members.

Our Community Committee has taken on board your feedback around areas of focus for charitable donations. Health, Mental Health, the Environment, Aged Care & Domestic Violence made up the top 5, with Education, Disability, Junior Sport and Youth Support also rating strongly.

Referrals are a crucial part of our business, so it’s pleasing to see such a high percentage of our members have asked those close to them to consider us for their banking needs. If you know of anybody who is currently looking at buying a home or car, changing jobs, or just in general might be interested in looking for a better deal on their banking, we’d love to meet them.