Your voice matters. As a customer-owned institution, you guide our direction—shaping how we evolve and support you through your financial life stages. Simply put, you’re our compass.
In this year’s Annual Customer Satisfaction Survey, we took a moment to celebrate. But only briefly, because there’s always more to be done. With that said, let’s explore the results and what they mean for our community.
We’re pleased to share that our most recent Annual Customer Satisfaction Survey resulted in an impressive 84% of SCCU customers reporting overall satisfaction with their banking experience.
Recap, 3-in-5 of ‘SCCU-ers’ scored ‘Extremely Satisfied’ with their banking experience – an overall 84% satisfaction score. When it comes to what is considered the most important in a bank overall, 75% selected ‘Ease of banking’ as a key factor, followed by 68% choosing ‘Face-to-face service’ and 67% appreciating our ‘Personalised experience’.
One thing we asked, which highlighted areas for improvement was about your online experience. As part of our digital enablement project, we have rolled out Fast Payments, introducing PayID & Osko services. We also rolled out our NetBanking improvements to help make banking a better online experience. Customers can also now apply for home loans with our end-to-end application process, as part of our focus to make products more accessible.
Beyond our continued growth in banking services, and providing a customer-driven alternative, how did these results impact our community?
Every year when we ask for your feedback on this survey, we donate $1 for every survey completed. This year we were able to donate $1,400 on behalf of our customers. This contribution has allowed Our Kids to purchase a Calesca Waterless Warming/Thawing Device, which will be used next to a humidicrib in Lismore’s Special Care Nursery. Our Kids rely on these kinds of donations to keep supporting Children Hospitals in the Northern Rivers and SCCU customer participation to continue these donations is greatly appreciated.
Whether you’re with us for the ‘ease of banking’, you love our in-branch experience, or are content to do your banking digitally, your voice is a key-driver to continue providing responsive and relevant banking services for your financial life stages.
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Disclaimer: Southern Cross Credit Union Ltd 82 087 650 682 AFSL 241000 Australian Credit Licence 241000. Any advice is general advice only and does not take into account your objectives, financial position or needs (your ‘circumstances’).
