See responses below:
For those of you who track your Net Promoter Score: 1. Has your NPS stayed the same, improved or gone down since the pandemic began? It's stayed about the same, but we had our highest quarterly score on record in Q2 2020. 2. How often do you track your NPS? Quarterly, and we monitor YTD. 3. What is the status of your branch access? Have you fully reopened to walk-in traffic (if so, for how long?) or are you requiring branch appointments? Our lobbies are open for full service, but we encourage appointments for loan and new account services. Our lobbies were closed between 3/17-6/1. Members appreciate that our lobbies are open, but many continue to utilize our drive-up and online services. Drive-up remains very busy and walk-in traffic is much lower than prior to COVID. I am guessing there is a correlation between 1 & 3, as members may be experiencing longer lines in drive-thru lanes and longer wait times on phones where appointments are required. Any information you are willing to share would be appreciated. ------------------------------ Brian Wilcox Chief Marketing Officer APG FCU Aberdeen MD 410.272.4000 ------------------------------
HomeTown Credit Union
2400 W Bridge St, Owatonna, MN 55060 (507)455-6728
This e-mail and its attachments are intended only for the use of the addressee(s) and may contain privileged, confidential or proprietary information. If you are not the intended recipient, or the employee or agent responsible for delivering the message to the intended recipient, you are hereby notified that any dissemination, distribution, displaying, copying, or use of this information is strictly prohibited. If you have received this communication in error, please inform the sender immediately and delete and destroy any record of this message. Thank you.
Good Morning Kim,
1. Our NPS has stayed the same on average, with variations of 2-3 points per month since January.
2. Track monthly and YTD.
3. Lobbies are open with very limited capacity. You are called inside when someone is available to assist you, no waiting in the lobby. Drive-ups are extremely busy as are the walk-ups we have created in some rural areas.
Winona Nava, CCUE, ICUDE
2019 Galisteo St., Suite K-1, Santa Fe, NM 87505
Phone: 505-216-0450 | Toll-free: 800-540-5382 | Fax: 505-982-0345
Eliminate some stress with our simple, smart, secure solutions. Talk to us via live chat, apply for a loan online or sign-up for free financial coaching. GCU is here to help you with all of your banking needs. Learn more at https://www.guadalupecu.org/.
Elimine el estrés con nuestras soluciones simples, inteligentes y seguras. Hable con nosotros a través del chat en vivo, solicite un préstamo en línea o regístrese para recibir asesoría financiera gratuita. GCU está aquí para ayudarlo con todas sus necesidades bancarias. Obtenga más información en https://www.guadalupecu.org/.