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.