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Look For Our 2018 Client Survey Soon

October 26, 2018

survey 2018

By Doug Burke, President/CEO of CU Service Network

November is an important time of year for us, as we send out our annual client satisfaction survey. For those of you who are clients of ours, you will be seeing the 2018 survey in your inbox this week. I said it last year and I will say it again: the client satisfaction survey is one of the most, if not the most critical item we receive all year.

2018 was a big year for us. We've been growing quickly and welcomed many new clients in states from Washington to Florida, and everywhere in between. From the clients who have been with us for 20 years, to clients who may just be getting to know us, your feedback tells us how we are doing, if we are on track, and helps us to better understand how we can serve you as a CUSO. Without your input, we have no way of knowing if we are meeting your credit union needs.

What did we change and implement from the results of the 2017 survey?

Shared Branching
Last year, many of our shared branching clients told us they were frustrated with the changes that were made to reports and other areas. This 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.

Our Accounting Back Office Service
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 are also implementing 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 five 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 CU that the surveys are coming (because not everyone will see this message). We will share our results after the first of the year.

Thank you so much for your participation. As a CUSO, we truly cannot do it without you!





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