mom and son with money

Bowater Credit Union Member Survey results show that members have maintained high levels of satisfaction and loyalty, and an increasinly choose Bowater Credit Union as their Primary Financial Institution.

Every four years Bowater Credit Union hires an independent firm to complete a customized member survey. The most recent survey was performed by CU Market Research and was answered by members in fall of 2020.

The results of the most recent survey show that members maintain high levels of satisfaction with Bowater Credit Union, and high levels of member loyalty. Loyalty is measured using Net Promoter Score (NPS), a score used worldwide across industries that asks “On a scale of 0 – 10, how likely are you to recommend __________”. Bowater Credit Union’s NPS is 80%, which is outstanding when compared to the average for Financial Services is 34% (customerguage.com).

The survey also revealed an increase in the number of members who consider Bowater Credit Union to be their Primary Financial Institution, from 73% in 2016 to 77% in 2020. Members also rated the credit union highly for convenience. Convenience was defined differently by different members, with 24% defining it as “Branch offices and deposit-taking Bowater CU ATMs nearby and easy to access” and 76% defining convenience as “Online Banking, Direct Deposit, Debit Cards, Surcharge-free ATMs etc. that give me access to my accounts anytime, anywhere.” The survey revealed 89% of members saying Bowater Credit Union’s convenience is “about the same” or “more than others” compared to other financial institutions. This number has increased steadily from 66% in 2004.

“It’s very exciting to see the increased number of members who feel we are convenient with our physical branches and our online services,” said Kim Gunter, VP Marketing for Bowater Credit Union. “Our mission is to provide cost effective and convenient financial services, and we work hard to live that mission by enhancing our online services and making our local branches and ATMs welcoming and accessible to our member-owners.”

“2020 was a challenging year for all businesses,” acknowledged Ginger Carter, Chief Operations Officer for Bowater Credit Union. “We had to keep everyone safe while maintaining members’ access to their money – financial services are critical infrastructure and we take that responsibility seriously. Our team worked together to keep our lobbies accessible, to expand our drive-thru and phone service, and to stay on top of updated technologies that made online access faster and easier. I love seeing the fruits of our work in these Member Survey results and knowing that we are successfully meeting our member-owner’s needs.”