Member Focus Survey 2014

Thank You

Unicredit would like to thank all of our members that responded to our member focus survey for 2014.

As a member-owned organisation, Unicredit remains focused on providing exceptional member service – something we strongly believe we can do better than other (often larger) financial institutions.

Your feedback is extremely valuable in helping us to continually improve for the benefit of all members.

A Summary of Results

• When asked what is most important to you, most members ranked “Fair and Reasonable Fees & Charges” or “Competitive Interest Rates” as being the top 2.
• Over 86% of responding members are either satisfied or very satisfied with our Fees and Charges.
• Over 92% of responding members are either satisfied or very satisfied with current options for 24/7 access to accounts and funds.
• Over 92% of responding members are either satisfied or very satisfied with the attitude and knowledge of Unicredit staff.
• Over 94% of responding members are either satisfied or very satisfied with our communication with you in general.
• Over 93% of responding members would recommend Unicredit to friends, family and colleagues. Over 84% said they have recommended Unicredit to someone.
• Almost 78% said you prefer communication of information and special offers by electronic channels (email/online).

When asked what information you would like in our Money Matters newsletter, the leading requests were; 

• “Financial Hints & Tips” and 
• “Products & Services”, followed by 
• “Updates on major projects underway at Unicredit”, and 
• “Current Interest Rates”.

Initiatives In Progress 

A number of members raised some very relevant and valid suggestions and requests in their survey responses. Although we cannot deliver on everything suggested, Unicredit is already working on some of these opportunities and others are being reviewed for possible implementation in the near future.

Please refer to the following for details on current and planned initiatives as a result of member feedback;

Member Survey – We are pleased to advise that we will be delivering this survey annually (April/May every year) to provide members with the ongoing opportunity to tell us what is most important to you. Member feedback is extremely important to us as it helps us to continually improve.

Money Matters newsletter – We received quite a few comments and suggestions relating to the newsletter, some we can action and some we cannot. One key outcome is that we will be printing less copies of Money Matters and instead will provide the newsletter in an electronic format via email and for download from our website. A limited number of printed copies will still be available from our branches. As per member’s requests from the survey, we will also include regular articles on; Financial Hints & Tips, Information on Products & Services, Updates on projects/changes at Unicredit, and Current interest rates.

payWave – Many members raised the need for payWave on our Visa Debit cards. We have started working with our card provider to include payWave functionality on all new and replacement cards before the end of 2014. Members will still have a choice whether they want the new payWave card (which will come with a new card design!) or the current orange non-payWave card when your card is due for renewal.

Credit Card – Many members also raised the need for a credit card in the Unicredit product range. The good news is that we have been working with an external business partner since January to develop and deliver a Unicredit branded Visa credit card. This card will have payWave functionality, and will feature a modern design highlighting the Unicredit brand. Members will hear more about this in 2015 as we get closer to a launch date.

Online loan redraws – It was mentioned in the survey feedback that online loan redraws would be nice. Unicredit has provided this functionality via Uniteller online banking since October 2013 – available on all loans except for interest-only. The minimum redraw amount has also been changed from $1,000 to “no minimum”. To redraw your excess funds, simply sign on to Uniteller online banking and go to the ‘Transfers & Payments’ section on the top menu, and then select the ‘Loan Redraw’ function on the side menu.

Staff Identification/Names – Members provided a lot of valuable feedback about our staff in the survey. Over 92% of respondees were satisfied with staff knowledge, and over 94% were satisfied with staff attitude. One point raised frequently is that there has been some staff turnover in recent times and as a result members do not know who is serving them. To help address this, we are in the process of re-introducing staff name badges & desk plaques so that you will always know the name of the staff member in front of you.

Statements – Members raised two issues in relation to account statements in their survey responses. The first issue was around multiple statements being sent to the same member, each with a separate account listed. Unicredit is able to combine all member accounts on to one statement so we have started a project to review the statement set-up for each member to ensure we only send one. This will not only make it easier for members to see all their accounts on the one statement, but will also save Unicredit money through reduced statement processing and mail volumes. The second issue raised was that of e-statements and the request for Unicredit to move away from issuing printed statements altogether. This project has been identified as a high priority for Unicredit over the coming year and we will be keeping members informed of progress as we move forward.

PLEASE NOTE: Additional initiatives resulting from member feedback out of the survey will be communicated as they are confirmed and approved.

Respondee Prize Draw Winner

We are pleased to announce that the winner of the survey respondee prize draw for the 5.1 Channel ONKYO Home Theatre Surround Sound System is Mr Jerome Damgasen from Mount Hawthorn – a member since 2007.

Congratulations Jerome and thank you for your survey response!