Member Satisfaction Survey Results 2023

Our most recent member satisfaction survey generated an impressive response rate, and we are grateful to all those who responded to an invitation to participate. This is our 10th survey to include our Net Promotor Score (NPS) and we are proud to relay that we continue to be at the top when compared to our peers.

The NPS is a key metric of our performance and is a calculation based on how likely a member is to recommend the Credit Union to friends and family. However, the NPS is just one element of the survey. We also use it to learn more about what products our members wish we had, what products we already have that aren’t well known to members yet, and how the composition of our membership is changing over time.

A few existing services seem to be accidental secrets for a large number of our members. Here are a few we want to make sure you know about:

On and/or Off-Road Vehicle Loans

In addition to car, truck, and motorcycle loans, we offer loans for other on and/or off-road vehicles. Included in this are: new and used recreational vehicles (RVs) that have a title, travel trailers, motor homes, cargo/utility trailers, 5th wheel/gooseneck trailers, ATVs, UTVs, tractors, personal watercraft, snowmobiles, and more.

ATM Surcharge Refunds

Last year, the Credit Union introduced a new service that provides ATM Surcharge Refunds for users of our VISA Debit and ATM cards. PFCU will refund up to $10 per account, per month, in ATM surcharges collected by other financial institutions, when you use your PFCU Debit or ATM card. In addition, all of the existing ATM In-Network (SUM/CO-OP) ATMs continue to be surcharge-free to our members. There are over 60,000 participating ATMs available!

Mobile Controls for Plastic Cards

The last item that we want to highlight is our available mobile controls for plastic cards. In the PFCU Cards application on your smart phone, you can:

• Block cards when lost or stolen
• Set up text alerts
• Add travel dates
• …and much more!

Thank You

Again, we appreciate the feedback shared through our survey responses and hope these reminders (or announcements) help you enjoy the benefits of PFCU Membership more fully.

If you have a comment or suggestion, you needn’t wait for our next member survey – your feedback is always welcome. Simply send a message to our General Manager, Brian Scudder, at: [email protected].

Thank you!

Why Members Recommend PFCU

“I love everything about PFCU. I am blessed and privileged to be able to bank here. Every area is top notch!! No complaints – ever.”

“Overall great service. Best loan rates. Best accommodation to personal needs. Responsiveness.”

“PFCU has high industry standards and is results-oriented driven.”

“Staff are professional, patient, prompt, knowledgeable.”

“Your staff is professional and responsive. The services and product offerings are robust and highly competitive.”