In 2011 bankmecu commissioned Mobium Group to conduct our annual Customer Insights Survey, which enables bankmecu to respond to customer feedback and develop plans for product and service improvements.
Participants in the online survey were randomly selected from bankmecu’s database with almost 4000 customers completing the survey. Conducting the survey online helps save on costs, improve sustainability, increase responses and generate faster turnaround time for the report.
The results of the survey showed that customers remain highly satisfied with bankmecu with 94 per cent saying they are overall satisfied - a 2 per cent increase on last year’s result. The number of “very satisfied” customers jumped from 49 per cent to 56 per cent in 2011.
Customers were also asked to rate bankmecu against a list of attributes and the to 10 were:
- Ethical
- Provides customer service at a standard you require
- Practice socially responsible banking
- Works to benefit customers, not just shareholders
- Provides value-for-money banking
- Inexpensive account fees
- Is a secure financial institution
- Is community focused
- Offers the most competitive home loans
- Widest range of financial products/services
The results of the survey are used across the bank to improve our performance and as a result of this year’s research bankmecu aims to:
- Better understand the needs of customers aged 50+
- Better understand the needs of customers aged 20-35
- Analyse our fees and charges particularly those associated with savings accounts
- Consider how to integrate lifetime value into pricing models
- Consider strategies to maintain a fair spread of value among deposits and borrowers
- Consider communications strategies which provide customers with choices about how to receive information and services