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Survey shows ABCUL improvements


01 Sep 16

ABCUL’s annual Credit Union Survey has found a major increase in satisfaction with the Association.

The Net Promoter Score – calculated by taking the percentage of respondents who would strongly recommend ABCUL membership and subtracting those who wouldn’t – rose significantly this year, with a score of +33, as opposed to a score of +10 in 2015 and +9 in 2014.

The survey, which enjoyed its highest ever response rate to date, also found credit unions were much more likely to describe ABCUL membership as good value for money than a year ago, with more also saying that ABCUL provides the services its members want and need.

This was the third year running that the ABCUL Board has commissioned an independent agency to carry out a survey of both ABCUL member and non-member credit unions. The aims of the survey are to gauge satisfaction with ABCUL products and services, monitor policies delegated to the Chief Executive by the ABCUL Board, and to learn more about the priorities and concerns of credit unions.

ABCUL Chief Executive Mark Lyonette said: “The survey is a critical tool in helping the ABCUL Board and management shape the future direction of the Association. Feedback in previous years has led directly to the Association putting a new emphasis on supporting ABCUL Forums, renewing our focus and energy on communications, and reinforcing the exclusive benefit we bring to members through new services like the ABCUL Academy and ABCUL inSight.

“I’m delighted to see a major improvement in members' satisfaction with ABCUL. As a member-owned co-operative, ABCUL is its members, and we’ve really made a point of listening to members’ comments, feedback and requests to ensure we’re providing the best possible service to credit unions of all sizes right across Britain.”

The proportion of credit unions describing ABCUL as good value for money leapt to 86% this year. Meanwhile, the proportion of credit unions agreeing that ABCUL provides the services its members want and need jumped to 82%, and satisfaction with ABCUL’s lobbying and advocacy work, member services and information guides also all scored over 80%.

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