300 questionnaires were distributed to the Widnes Queens Ave Shop and 300 to the Main Office in Runcorn Shopping City. Out of 600 survey questionnaires, we received a return of 587 (97.8%)
The overall outcome was that our members are extremely satisfied with the overall service Halton Credit Union provides and the majority would recommend us to others.
Actual figures/percentages are as follows:
Q1. How happy are you with the service that Halton Credit Union provides?
- 536 members are Extremely Happy (89.3%)
- 51 members are Happy (8.5%)
Q2. Is there a way we can improve our service to you?
- 540 members would make no improvements/changes to improve the service (90%)
- 47 members would like to see the following changes (7.8%) - Shown in table below
PAYMENTS
- Payments by debit card
- Card payments
- Online payments
- (To member) same day withdrawals
OPENING HOURS
- Extended opening times for those that work Open Saturdays and Wednesdays Out of hours opening - evenings
LOCATION
- Collection point in Widnes town centre Collection point in Runcorn old town More branches
ONLINE SERVICES CURRENT
- Better online access
- Update website accounts quicker
- Ensure online facility working
- Always website account issues
- Never get an up to date balance online
ONLINE SERVICES WANTED
- More online services
- Easier website
- Online payments
- Online withdrawals
- Less paper forms – do more online
- Get online statements
- More internet banking so not having to come in to sign
OTHER
- Bigger loans
- More staff
- Weighing machines so staff don’t have to count
- Increase/better phone access
- Someone to answer phones so more people on front
- Answer machines on before 2pm
Q3. Has Halton Credit Union helped you in the past?
- 372 said that HCU has helped them in the past although a lot of people left the question unanswered (62%).