Wave Community Bank’s latest Member Satisfaction Survey has revealed a number of encouraging results, highlighting improvements in customer service, growing awareness through employer partnerships, and the positive impact Wave continues to have on members’ financial wellbeing.
More than 160 members took part in the 2026 survey, providing valuable feedback on the services they receive and the challenges they continue to face. 
Service Quality Reaches Record Levels
One of the strongest results from this year’s survey was the significant increase in members rating the quality of service they receive as high or very high. This figure rose from 72.5% in 2025 to 81.7% in 2026, demonstrating the dedication and professionalism of Wave’s staff and volunteers.
Members praised the organisation for its efficient service, helpful communication, quick responses and supportive approach during difficult financial situations.
The results also showed that 75% of members consider themselves satisfied with Wave Community Bank, while the proportion of dissatisfied members has fallen compared to last year.
Satisfaction Continues to Improve
Nearly four in ten members (39%) said their satisfaction with Wave had increased over the past 12 months, with a particularly strong rise in those reporting that their satisfaction had “greatly increased”.
Members highlighted improvements in communication, account management and response times, with many commenting on the helpful support they received during times of financial need.
Employer Partnerships Deliver Results
The survey highlighted the growing success of Wave’s work with employers across the region.
For the first time, referrals from employers have become the third most common way people hear about Wave Community Bank, increasing from 8.6% in 2025 to 17% in 2026. This represents more than double the number of members discovering Wave through their workplace and reflects the significant investment Wave has made in developing employer partnerships.
Internet searches and recommendations from family and friends also increased, showing growing awareness of the credit union’s services and reputation.
Ethical Values Remain at the Heart of Membership
Wave’s ethical approach continues to be its strongest attraction. Nearly half of all respondents said they joined because of the organisation’s ethical values, while the importance of staff and volunteers as a reason for joining increased significantly compared to previous years.
Members also reported feeling more able to approach Wave with questions or concerns, with three-quarters describing the organisation as very or extremely approachable.
Mobile Banking Continues to Grow
The way members access their accounts is evolving, with the Wave mobile app now becoming the most popular method of account management.
More than half of respondents now use the mobile banking app, and the number of members who described the app and online banking services as “very easy” to use increased significantly compared to last year.
Supporting Members Through Challenging Times
The survey also highlighted the continuing financial pressures facing many households.
While just over half of members said they are still able to save while covering their bills, 36.9% reported they are no longer in a position to save and 15% said their income does not currently cover their costs. Some members are also relying on credit cards to make ends meet.
Encouragingly, more members indicated they are likely to take out new loans or top up existing loans over the coming year, demonstrating continued confidence in Wave as a trusted source of affordable credit.
Looking Ahead
The survey shows that Wave Community Bank continues to make a positive difference to its members, with service quality at its highest level in recent years, growing recognition through employers, and strong levels of trust and recommendation.
The feedback also provides a clear direction for future improvements, particularly around affordable lending, communication and support for members facing financial pressures.
As households continue to navigate challenging economic conditions, Wave Community Bank remains committed to providing ethical, affordable and community-focused financial services that help people build stronger financial futures.
