[Updated September 2025]
A recent survey of more than 3,800 consumers by Market Force Information revealed four major factors that shape satisfaction in banking:
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Transparency & Fairness
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Security & Reputation
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Ease of Doing Business
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Location Convenience
Most credit unions already excel at transparency and security. But when it comes to making banking easier and more convenient, many still have room to grow. And that’s where appointment scheduling can make a big impact.
Connecting Convenience with Ease of Doing Business
“Ease of doing business” and “location convenience” are closely linked. Members don’t just want a branch nearby—they want it to work on their terms. Online and mobile appointment booking gives members the ability to plan their visits around their lives, not the other way around. Instead of walking in and waiting, members can arrive at a time that works best for them, knowing they’ll be seen right away.
Advisory Services: The Human Connection
While digital banking handles many transactions, in-person interactions still matter—especially when it comes to financial advice. Members want to talk to a trusted professional when making decisions about mortgages, auto loans, or investments. According to the survey, these advisory moments are some of the strongest opportunities for credit unions to build satisfaction and even generate referrals.
By offering appointment scheduling, credit unions ensure these important conversations are efficient, personal, and stress-free. Staff have time to prepare for the meeting, and members feel valued and heard.
Boosting Staff Productivity
Appointments also help staff plan their day. Instead of juggling unpredictable walk-in traffic, they can balance scheduled advisory sessions with other member needs. This creates a smoother flow in the branch and ensures no one feels rushed. The result? Happier staff and happier members.
Key Takeaway
Appointment scheduling isn’t just a convenience—it’s becoming the new standard in credit union service. By making it easy for members to book time for financial advice and other key services, credit unions can raise satisfaction, improve staff productivity, and strengthen loyalty.
Would you like me to also create a short sidebar/box of “Member Benefits vs. Staff Benefits” so this blog feels more skimmable for readers?
The following section is the original post from November 2015. While some product names and screenshots may be outdated, we’ve kept it here for historical reference.
A recent survey of more than 3,800 consumers by Market Force Information found four major factors that impact customers’ satisfaction in banking:
- Transparency & Fairness
- Security & Reputation
- Ease of doing Business
- Location Convenience
The vast majority of credit unions have items 1 and 2 well covered, but many continue to work on items 3 and 4, which are in many ways closely intertwined.
One of the best ways to unite the Ease of Doing Business and Location Convenience factors is via online and mobile appointment scheduling. This is particularly true when it comes to financial advice; in fact, the report concludes that “in-person interactions, such as advisory services, present some of the strongest opportunities for retail banking to increase customer satisfaction and drive referrals.”
Key Takeaway: Appointment setting for advisory services – and many other important financial decisions – will be the norm in the next few years at credit unions looking for ways to increase member satisfaction and boost branch staff productivity levels.