How do we know the quality of service is declining? Because our CEO recently confirmed just that!
A 40-year member and retired employee forwarded the SECU newsletter ("Common Bond") below from August 2009. The SECU Board Chairman, Ms. Shirley Bell, had some interesting observations about your credit union and high praise for the SECU staff. Take a look:
The member provided the following comparison and comment:
✅ Chairman Bell said: "Our outside auditors and examiners continue to confirm, with unqualified and highly complimentary opinions, that you “Do the Right Thing” and operate in a prudent, safe and sound manner. Our membership respects and appreciates your focus on reliable, high quality service with a 97% satisfaction rating in the Annual Member Survey. The “very satisfied” component of that exceptional rating is 85% - the highest among all credit unions. Our members think you’re really good – we agree!"
✅ Our current CEO recently told retirees in a letter: "SECU’s exceptional service level continues to outperform. We are listening to members now more than ever before. The Credit Union utilizes Net Promoter Score (NPS) as our measurement. SECU’s overall score in June 2024 was 66, which is composed of individual scores ranging from 53 to 80 depending on the delivery channel. NPS scores run from -100 to 100. Any score over 50 is considered terrific and the average for a financial institution is 34. SECU is well known for delivering excellent member service, but if members do complain, there are multiple resources (front line staff, operations departments, and a dedicated member resolutions team) readily available to members, ensuring their voices are heard."
✅ The member remarked: "Notice the member ratings mentioned.
Leigh Brady tells us that 50 or more is good and a 66 favorable
rating is great. When faced with the comparison of these surveys, I am
sure Leigh Brady would spin it to blame former
leadership, but I'm not sure how."
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Jean Blaine - Susie Ford - Julian Hawes - Kirby Parrish
Restore fairness and the highest quality of service for every member! All 4 in 2024!
