Navigator CU Member Survey January 2013

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How Are We Doing?

At Navigator Credit Union, we strive to live our Member Promise every day. It's important for you to let us know if we are effectively delivering our promise to:
• Simplify your life.
• Work in your best interest.
• Protect your privacy.
• Help you achieve financial success.

If we are doing these things well, we hope you'll let us know. If we are not living up to these standards, we want to know that too.

I look forward to hearing from you and learning how, together, we can make our credit union the best that it can be.

Laurin F. Avara
President & CEO
1. On a scale of 1 to 10, with 10 being extremely satisfied, how satisfied are you with your transactions and service through Navigator Credit Union? (Select one or select N/A if you don't use.)
1. On a scale of 1 to 10, with 10 being extremely satisfied, how satisfied are you with your transactions and service through Navigator Credit Union? (Select one or select N/A if you don't use.)12345678910N/A
Branches
ATMs
'N Touch Web Online Banking
Mobile Banking
'N Touch Phone Banking
Credit Union Phone System
Member Service Center (Call Center)
Lending Call Center
2. When accessing Navigator Credit Union by telephone, how long did you wait on the phone before the member representative was available? (Select one.)
3. When accessing Navigator Credit Union by telephone, how long did it take to resolve your problem? (Select one.)
4. On a scale of 1 to 10, with 10 being extremely satisfied, please rate the following Navigator features:
4. On a scale of 1 to 10, with 10 being extremely satisfied, please rate the following Navigator features:12345678910N/A
Service
Technology
Locations
Hours
Savings Rates
Loan Rates
Variety of Products and Services
5. On a scale of 1 to 10, with 10 being extremely satisfied, how satisfied were you with how our staff resolved your most recent problem?
5. On a scale of 1 to 10, with 10 being extremely satisfied, how satisfied were you with how our staff resolved your most recent problem?12345678910N/A
Satisfaction with staff in resolving problem
6. If your problem was not resolved, did our staff offer to follow up after the call? (Select one.)
7. On a scale of 1 to 10, with 10 being most important, how important are each of the following factors to you when you bank?
7. On a scale of 1 to 10, with 10 being most important, how important are each of the following factors to you when you bank?12345678910N/A
I'm greeted by name
Staff are courteous
Staff are professional
Staff is knowledgeable about products
Staff is able to efficiently solve problems
It's easy to get things done
The branches are easy to get to
ATMs are easy to find
I can access most services online
10. How often do you read our newsletter? (Select one.)
11. Please rank each part of the newsletter in order of importance to you, with 1 being most important:
11. Please rank each part of the newsletter in order of importance to you, with 1 being most important:1234567
12. What are your primary sources for financial information? (Select top three.)
13. Do you feel that your financial information is secure with Navigator Credit Union?
14. On a scale of 1 to 10, with 10 being extremely likely, how likely is it that you would recommend Navigator Credit Union to a friend, family member or colleague?
14. On a scale of 1 to 10, with 10 being extremely likely, how likely is it that you would recommend Navigator Credit Union to a friend, family member or colleague?12345678910N/A
Likely to recommend Navigator Credit Union
17. How long have you used Navigator Credit Union? (Select one.)
18. Why did you begin using Navigator Credit Union? (Select one.)
19. Please indicate your age range? (Select one.)
20. What is your level of education? (Select one.)
21. Which best describes your employer? (Select one.)
22. What is your total household income? (Select one.)
Please complete and return the survey by February 15 to be eligible for the drawing to win one of five $100 VISA Gift Cards. Please provide your name and contact information. We respect your privacy and do not share your information with outside parties: