We recently asked you to complete a survey in order to solicit feedback that assesses our current satisfaction levels. We do this at least yearly to a random sample of our membership in order to continually improve our products, service, and the support we provide.
Your time and efforts to complete this survey were very much appreciated, and we will use your feedback to improve the service and support you receive from us. As members, you deserve answers to any concerns you may have, which is why I’d like to use this blog post to address and alleviate some of the concerns that you expressed.
We pride ourselves on our reputation for exceptional member service and strive for accuracy and efficiency in all our member transactions. We’re not perfect. Things happen… and when they do, we ask that you please let us know, so that we can fix it.
When it comes to check holds, we fully understand that it is not a black and white situation; we honestly try to make determinations based on relationship and the check being presented. We promise to continue to be flexible and accommodate you as much as possible regarding this particular policy. Our goal is to make your experience the best, so we will always take the time to assess each situation individually.
Debit Cards Take Too Long to Receive
Our Rocky Hill, Manchester and New Britain branches now have the ability to provide you with a debit card instantly while you wait. We’ll give you your card, and within 24 hours it will be fully functional. By the end of this year, the rest of our branches will have this capability as well. In addition to this, we are working on a solution for early next year where you will be able to use your card as soon as it is issued. So if you lose your card or need a one you can go to a branch, get issued a new card and begin using it immediately.
Interest on Savings Accounts
We understand your frustration with low rates on savings accounts, but this the nature of our current economic market. Conversely, loan rates are also low. When the rate environment shifts, our rates will also shift. Each week we do a rate survey and compare ourselves to other financial institutions in the market, and we are among the highest for savings, unless another financial institution is running a special promotion. At anytime, we’re happy to review your relationship with us and potentially provide higher rates on specific CD terms. We’re also happy to sit down with you, review the competitions rates and provide side by side comparisons.
I’ve talked about this before in a previous blog post. Our goal is to provide you with exceptional service. It is our key strategy and main focus. We want to understand your needs and exceed your expectations at every interaction, whether in person, on the phone or online. Every change that we’ve made thus far and every individual that we’ve hired has been with this in mind. We hire people with positive attitudes and those that are committed to providing you with a great experience.
One of our main focus areas for 2014 is technology. Our goal is to make our e-Services more streamlined and easier to use. We know that you rely on the convenience of our electronic services to do your banking, which is why we are always looking for ways to improve. For example, as a result of your recent feedback regarding our Mobile app, we will redesign it in the coming months. We will also continue to upgrade our e-Banking service to provide more ease of use. Technology is and will continue to be a top priority for us.
Add More Branches and ATMs
We currently have nine branch locations. This year alone we opened two new ones – one in the Cromwell Walmart, which is our first in Middlesex County, and the other in the Bristol Walmart Neighborhood Market. Additionally, we have our Mobile Branch, which makes it possible for us to be every where you are. Our e-Branch is also open 24/7, which makes it so that you don’t need a physical branch near you to bank with us. As for ATMs, in addition to the 21 FREE Nutmeg State Federal Credit Union ATMs available to you, we offer access to over 40,000 free ATMs through our partnerships with the SUM and Co-Op Networks.
We continue to expand our internal Contact Center in order to respond quickly and accurately to any question or concern you may have. Staffed with friendly, knowledgeable Nutmeg staff, the Contact Center is ready to assist you with all of your banking needs. They’re available Monday – Friday from 8 a.m. – 6 p.m. and Saturday from 9 a.m. – 3 p.m.
We are serious about service, and if you feel as though you can’t get something resolved, I want to hear from you. I am listening to your feedback and will continue to respond to any concerns you may have. Please feel free to e-mail me at any time.