Member Survey Results 2021
Serving our members for over 21 years
We asked our members what they thought of our services, communication, online development and why they joined us in a survey in January 2021
“Doing a fab job and can’t think of any way to improve as the service is really good already! Thank you to all the amazing staff”-Member
‘I think you cover all areas very well. You are adding value to all the good work you do…Love how you care for your members’
Survey completed by 205 members in January 2021 compared to 196 in October 2019.
Why do our members choose to join us?
62%
Ethical values
30.5%
Affordability
20.7%
Convenience
10.3%
Staff/
Volunteers
7.4%
No Alternative
22.7%
Other
Our Member Survey Results are in!
We are very proud of the results of this survey as our members are more satisfied with our services than ever and have given us great feedback from what has been a challenging year of remote working with a significant amount of change and adaptation for our members, staff, board and volunteers. To match our database, we will need to carry out additional security checks which may take longer.
We asked our members what they thought of our services, communication, online development and why they joined us in a survey in January 2021. We are very proud of the results of this survey as our members are more satisfied with our services than ever and have given us great feedback from what has been a challenging year of remote working with a significant amount of change and adaptation for our members, staff, board and volunteers.
Members managing their account online
(via our website or mobile app) has increased to 80% in 2021 compared to 62% in 2019.
The mobile app is now the predominant tool for communicating with us with 45% of members using it and 92% of members using our mobile app or online banking found them easy to use.
86% of members felt their satisfaction level had either increased or greatly increased This has increased from 74% in 2019.
‘They have operated superbly during tough times’
‘Always available on the phone line
and all staff members are very helpful’
‘Even in this difficult time I managed to get a small loan.
Because of that, I reached a goal that took lots of hard work to achieve and 6 long years.’
When contacting our offices, 84% of members felt the service they received was either high or very high quality.
‘Everything has always been sorted within 24 hours and the staff and volunteers are friendly. Prefer Wave Community Bank to dealing with traditional banks’
‘All problems where handled within a 2hrs time frame and explained to my satisfaction’
‘Friendly and easy, with reminders of what the community bank has to offer’
‘Always polite helpful and given confidence’
‘Really good, always help me and have the answers to my question’
‘Polite, professional and efficient’
We made significant digital improvements in 2020 with the launch of our online banking – and our members love it!
‘The website & app are fabulous’
‘I like the fact that l check how much
is in my account and can withdraw anytime.’
‘The app has made it easier to access my online account and sort out my finances.’
‘Really love the new App and member area. Very slick!’
‘Only joined within the past 12 months. Easy process and great tools to manage my account (e.g. App)’
93% of members are either satisfied or very satisfied with Wave Community Bank.
This has increased from 87% in 2019.
‘Great service. Gave me a helping hand when I needed it the most. Wave Community Bank have helped me save and has given me the chance to manage credit properly. I have learned a lot from being with Wave Community Bank’
‘Payments have been punctually taken no problems either side. Always kept up to date with what is happening via emails and newsletters. Very helpful in these times of hardship for everybody.’
‘They are always there to help when situations change’
‘I don’t do online banking and am always pleased there is somebody on the other end of the phone. The service is friendly and very helpful
and transactions are easy and straightforward.’
96% of members believe we are either very approachable or extremely approachable when talking to us about queries. This is a significant increase from 87% who felt that way in 2019.
91% of members feel they are getting a good level of communication from us which is up from 88%
in 2019.
94% of members would recommend ESCU to a family member, friend or colleague
– up from 90% in 2019.
97% of members feel they
have been treated fairly
– up from 92% in 2019
Opening Hours
Our phones are open Monday to Friday between 9.30am-1.00pm and we continue to monitor our emails between 9.30am to 4.00pm.
Contact Us
Phone: 0300 303 3188
Email: info@wavecb.org.uk
Face-to-face appointments at Hove Town Hall by arrangement only.
Addresses:
East Sussex, Brighton & Hove:
Tisbury Road Offices, Hove Town Hall, Tisbury Road, Hove, BN3 3BQ
Kent, Medway and Bexley:
39-48 Marsham Street, Maidstone, Kent, ME14 1HH
Follow Us
Wave Community Bank serves members in East Sussex, Brighton & Hove, Kent, Medway and the London Borough of Bexley, plus members of Unite in the South East Region. Withdrawals over £5000 will take 5 working days to process
Wave Community Bank is a trading name of East Sussex Credit Union Ltd.Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. FCA Firm no 213910
