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Whoa! Where did the year go? It's almost November, and that means it's time for us to send out our annual client satisfaction survey. Many of you know the drill by now - for those of you who are clients, you will be seeing the 2019 survey in your inbox in the next two weeks. We say it every year, but it continues to hold true: This survey is one of the most (if not the most) important item we receive all year. As a CUSO, it is downright vital that we understand how we are meeting the needs of our clients and the industry.
These survey results are not shuffled away in a dusty binder. Your marketing friend, Alicia (me!), carefully reviews each survey with product managers and the executive team, and ultimately, provides summarized results to the Board. From there, we spend the next 12 months working to address issues, concerns, and successes you have shared with us.
I took a minute to chat with CU Service Network CEO Doug Burke regarding some of the changes we implemented from our survey results over the past two years. Here are his comments:
You have shared with us your previous displeasure with CO-OP on a number of items, but progress is being made. The switch consolidation and FIS migration are complete! Immediately after, fraud raised its ugly head, but we continue to improve and close the gap on timely and accurate information from CO-OP and the new COOPER system.
Outsourced Compliance Services
We have a high standard for our turnaround time, but we continue to work on improving our speed to meet our credit unions expectations. To improve our speed and to meet the demands of more credit unions desiring to engage our services, we have hired Jamin Carlisle, a seasoned compliance specialist.
Cloud 9 Client Experience Program
Early in 2019 we launched Cloud 9, an onboarding and quarterly program to make sure you are satisfied, successful and getting the full value out of the services you use. Our Experience Specialist, Jenny Thomas, has been sending our clients product reports throughout the year and helping new clients with their implementations.
In 2017, many of our shared branching clients told us they were frustrated with the changes that were made to reports and other areas. Last year, we played an important role in reviewing the 2018 CO-OP Operating Rules and Regulations and offered modifications that we felt best represented our credit unions. We have been working even closer with CO-OP to make sure our credit unions are as aware as possible about anything that could affect them, and ready to handle any questions.
Outsourced Accounting Services
We were told to strengthen communication and improve transparency between our clients and our accounting team. Simply put, "there is no such thing as too much communicating." Throughout the course of 2018, we have been working on a client platform that lists all accounting procedures, who they are assigned to, and when they are completed. We also implemented a ticketing platform to aid in prompt communication and transparency.
The survey takes roughly 3-5 minutes, and you can be entered into a drawing to win one of ten Amazon gift cards, or remain anonymous if you like. We have a few different surveys out there, so please check your email to see which one you recieved and alert others at your credit union that the surveys are coming (because not everyone will see this message). We will share our results after the first of the year. Thanks!