Dear Credit Union Family,
For decades, your Credit Union has delivered excellent member service, as confirmed by surveys submitted by you. Since our major system upgrade earlier this year, our member service satisfaction score has dropped off by an unacceptable amount. I want to pledge to you that we are focused on restoring our historically great member service to you, our valued member/owners.
While we have formulated and have begun executing our plan to get back to our historic high level of service, I want to encourage you to contact us with your ideas. Many of you have already done that, and I am proud that we have been able to execute on many of the ideas submitted. We have added more staff to our call center in order to service more members in less time. We no longer require you to reset your Online Banking password every 90 days, and we are making improvements to the information you can view in Online Banking and Mobile. Those are just a few examples of what we have done, and we are working everyday to make banking with us easier.
Call us, email us or visit a branch to submit an idea. Contact me directly at firstname.lastname@example.org if you like. We appreciate your business more than ever, and we look forward to servicing your financial needs for years to come. I look forward to hearing from you. After all, we are here to serve YOU.
Mark Herter, CEO