This year’s Customer Service Week was all about appreciation and accountability. Across our branches and digital channels, members joined us to celebrate a shared commitment: faster service, clearer communication, and financial solutions that genuinely fit everyday realities.
Listening First: What We Heard
We set up feedback desks, ran short pulse surveys, and hosted member clinics. The top themes were consistent reduce turnaround times, simplify documentation, give clearer Total Cost of Credit (TCC) breakdowns, and improve proactive updates on loan status and account activity.
Turning Feedback Into Action
In response, we’re tightening service-level targets at branch counters, rolling out a standard TCC explainer with every credit inquiry, and expanding real-time notifications for applications and repayments. We’re also prioritizing queue management improvements and extended teller coverage during peak hours.
Recognizing Our Frontline Teams
None of this happens without the people at the counter, on the phone, and in the field. We spotlighted standout staff and teams for empathy, accuracy, and problem-solving—because great service is a craft that deserves recognition.
Keep the Conversation Going
Customer Service Week ends, but the feedback loop doesn’t. Share your ideas at any branch or via our online channels. Your voice shapes our processes and helps us deliver service that’s fast, fair, and transparent for every member.
