Member Survey Results 2022
Serving our members for over 21 years
We asked our members what they thought of our services, communication, our recent change of name and why they joined us in a survey in January 2022. Our members have again given us great feedback and report high levels of satisfaction with our services.
“You can get financial assistance whenever you need it”
‘Very good customer service skills’
Survey completed by 126 members in January 2022 compared to 205 in January 2021.
Why do our members choose to join us?
63%
Ethical values
29%
Affordability
20%
Convenience
14%
Staff/
Volunteers
23%
Other
Our Member Survey Results are in!
Our online services remain the preferred method of account management in 2022 with 72% of people using our mobile app or online banking service. 40% of people considered our online service to be excellent which is up from 38% in 2021.
90% of people believed that our services were explained to them before they joined. This us up on the 87% in 2021.
‘You have always been honest with if you can or can’t offer me a lona. I find it so easy having the loan and the money coming out of my wages each week. I don’t even miss it… The staff are friendly and the customer service is wonderful.’
92% of members feel they have a good level of communication compared to 90% in 2021
Many members told us they joined to pay off debts and start saving.
‘I wanted to try and get out of debt while also being able to save’
‘I joined because of the bus pass discount but then I decided to actively save with you because of the values I learned about after becoming a member’
‘Many years ago when I joined, I wanted to wean myself off credit cards’
‘I was homeless and was able to pay my deposit through you’
‘You were the easiest ones to deal with, plus you were local’
We asked our members what they thought of our rebrand and here’s what they said:
‘New name and logo is fab’
‘I think it appears more up to date.’
‘Really like it and it’s explained well’
‘The new name is likely to attract younger families and people to join!’
‘I think it is much easier to understand than ‘credit union’ as many people haven’t heard of them’
‘It’s a good fit’
96% of members felt their satisfaction with our services had either increased or remained the same in the last 12 months.
This has increased from 93% in 2021
‘Since becoming your customer less than a year ago I’ve had nothing but excellent service, my only regret is I didn’t come to you for a loan first!’
‘I have always relied on them’
‘The call handlers are friendly and knowledgable’
‘I think your website is better’
‘What’s not to like’
92% of our members feel we are either extremely or very approachable when we are dealing with enquiries
95% of members feel they have been treated fairly by us
94% of members would recommend us to a family, friend or colleague
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
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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
