Respondents rate Missouri shared branches `excellent' in most categories

ST. LOUIS, Miss.-When Missouri Credit Union League staff members wanted to find out what members thought of service at nine shared branch locations within the Credit Union Shared Branch (CUSB) network, they decided the best thing to do was ask. So they did a survey, which members were able to pick up at branch locations. As positive replies poured in from 871 respondents, staff set about tabulating the information, which later was included in the "Missouri Courier," MCUL's newsletter. In addition to answering questions on accuracy and courtesy of staff, one member commented: "Check pens frequently to be sure they have ink in them. Otherwise, very happy." Another asked: "No coffee?" And still another noted, more seriously: "Your deposit slips are confusing, and I'm not even stupid." But when the numbers were added up, they showed most members appreciated the services they receive when conducting financial business away from their own CUs. "Our shared branch network in Missouri is fairly new...," said Jackie Bonner, CUSB Western district manager. "In the beginning, it was difficult because of the transitions that members had. In terms of the service that they were accustomed to at their own credit unions, it was a real educational thing for them to understand that we are different... that our forms look different, and our receipts look different." Bonner believes that this still accounts for the fact that members rated all nine locations a bit lower on "timeliness." For some transactions, the member service representative must call the member's own CU for additional information, and this takes more time than the member might think is necessary. Bonner said staff will work on being as timely as possible, but in some cases it probably won't be possible to do things as quickly as the member's own CU. Overall, staff was very pleased with member responses to survey questions. According to MCUL figures, members rated three stand-alone shared branches (one in Springfield, one in St. Louis County and one in West County) and shared facilities in four member credit unions (three at Aerospace Community CU, and one each at Midwest United CU, Mazuma CU and Health Care Family CU) in terms of service, cleanliness and convenience. In rating the three stand-alone offices, 97.30-98.03% of approximately 600 responding members gave ratings of "excellent" for employee courtesy, accuracy and appearance. Timeliness of service drew 543 "excellent" responses (90.35% of respondents). Fifty-three respondents gave the shared branches a "fair" rating for timeliness, while five rated that category as "poor." In rating the offices that are located within four member CUs, 255 of 261 respondents rated staff courtesy at those locations "excellent," while five said it was just "fair," and one said it was "poor." Members gave the six locations' staffs high marks (96.11% "excellent") for accuracy, while 223 of 259 members (86.10%) rated the offices within member CUs as "excellent" for timeliness of service. According to information posted at the MCUL Web site at www.mcus.org, members have quite a number of options at shared locations. However, members are asked to keep in mind that daily limits may apply for cash withdrawals, subject to cash availability and computer access. -lide@cutimes.com