| T.R | Title | User | Personal
Name | Date | Lines |
|---|
| 165.1 | MORE !!! | WILKIE::DHOULE | | Mon Mar 27 1989 12:32 | 11 |
|
LET ME QUOTE FROM THE 3RD PARAGRAPH:
DCU'S GOAL IS TO BE THE BEST MEMBER SERVICE ORGANIZATION IN OUR
FIELD. THIS SERVICE EXCELLENCE IS ACHIEVED BY BUILDING A SUCCESSFUL
PARTNERSHIP WITH OUR MEMBERS. TO REALIZE THIS PARTNERSHIP, WE NEED
TO HEAR FROM YOU.
"LET EM HEAR WHAT WE THINK" !!!!
|
| 165.2 | | SALEM::RIEU | | Mon Mar 27 1989 15:22 | 3 |
| Well, they have 'heard from us' in here. But we don't seem to
get many 'answers' do we?
Denny
|
| 165.3 | I agree !! | MAMIE::DHOULE | | Mon Mar 27 1989 15:34 | 10 |
|
Denny,
I agree with you. They don't need to send out another costly
questionnaire, why don't they just read this notes file. They can
get all the feedback they need, and more ????
Don
|
| 165.4 | | BEIRUT::SUNNAA | | Mon Mar 27 1989 15:52 | 9 |
|
They do read the file to some extent. They get copies of notes
extracted from the file (with the names stripped), so they do have
the opportunity to respond.
Of course when they do, they respond selectively.
|
| 165.5 | Use the survey | NEWVAX::PAVLICEK | Zot, the Ethical Hacker | Mon Mar 27 1989 16:55 | 23 |
| re: .2, .3
Personal Conjecture:
From DCU's perspective, this notesfile may be viewed as a small
group of malcontents who band together to reassure each other.
As such, DCU management may well take the issues raised here with
a grain of salt, since "happy" customers are less likely to take
the time to NOTE about an institution which performs adequately.
Hence, the appropriate action would be to respond to the survey
which they have provided, since it is sanctioned by DCU.
Should someone not return the survey because "DCU doesn't listen
to its members anyway", you will simply reinforce the position that
the complaints are from a minority faction (by lack of response).
Bottom line: if you think DCU has problems, speak up now! They
are more likely to listen to the survey than to NOTES.
IMHO, FWIW
-- Russ
|
| 165.6 | put in a plug for notes | YODA::BARANSKI | Incorrugatible! | Tue Mar 28 1989 10:28 | 4 |
| Better yet, on their questionaire, write in that you wished that thay would
take advantage of this conference for communications.
Jim.
|
| 165.7 | Noterdom is not representative of Digital employees or DCU members | ATSE::BLOCK | With a mind of magic & a magical mind | Tue Mar 28 1989 13:42 | 11 |
|
.5 is well put. A well-designed questionnaire sent to a random
cross-section of the membership should give them solid information
about how they're doing. There are many customers who don't access
notes at all (all those non-employees, for starters). They may have
constructive comments quite different from those expressed here.
I think it's a very positive thing for them to be doing this; I hope
they make good use of the results.
Beverly
|
| 165.8 | The more the scarier?? | BROKE::SAWYER | Peter D. Sawyer: DTN:381-2370; ZKO2-1/N20 | Fri Mar 31 1989 14:09 | 8 |
| It would be nice if everyone who wanted to be heard was heard. On that
note, could some random person who gets the questionnaire post it
as a note so anyone who wants could get a copy either directly or
indirectly. As has been stated, it seems like they're trying to
improve service through the questionnaire.
Peter S.
|
| 165.9 | | ABSZK::GREENWOOD | Tim. Asian Base-Systems | Mon Apr 03 1989 13:22 | 8 |
| > could some random person who gets the questionnaire post it
> as a note so anyone who wants could get a copy either directly or
> indirectly
It would not be a random survey if this was done. I very much doubt if DCU would
count any responses not on the form that they send out.
Tim
|
| 165.10 | Given past history... | DPDMAI::AINSLEY | Less than 150 kts. is TOO slow! | Mon Apr 03 1989 16:28 | 7 |
| re: .9
I'm not sure that the previous replies want to respond to it as
much as they want to see it to determine if it is asking valid and
meaningful questions.
Bob
|
| 165.11 | I got a survey | FSHQA2::CGIUNTA | | Fri Apr 07 1989 11:20 | 22 |
| I just received the questionnaire yesterday, and just filled it
out. It is 6 pages long and asks all sorts of things about DCU
services. I have completed it, and also included some comments
on most of the questions as I feel that it would be more useful
for them to know why I rate them as I do more so than what the actual
rating is. I figure if I don't tell them what I think is wrong,
how will they know what to fix? Of course, I didn't seem to have
a shortage of things that needed to be fixed, so there is that
possibility that they will think that they just can't satisfy some
people.
I have already started moving most of my business to other banks,
and I intend to basically use DCU as a pass-through account for
my money because it is so convenient. Other than that, I don't
expect to give them any additional business until they begin to
listen to the members and work for us instead of against us.
I will try to type in the survey sometime within the next few days
so that you can see what they are trying to measure, unless someone
gets to it before me.
Cathy
|
| 165.12 | I also received mine | MAMIE::DHOULE | | Mon Apr 17 1989 10:45 | 19 |
|
I also received my questionnaire over the weekend. One question
I liked was; "IF YOU WERE TO BECOME PRESIDENT OF DCU, WHAT IT THE
FIRST THING YOU WOULD CHANGE?" This question I am sure will get
lots of very good answers. I filled it out to the best of my knowledge
and was ready to mail it back in. The very last sentence says
something like: thanks for your input, da da da da da da, etc and
please mail it back to us in the postage paid envelope. When I
looked at the envelope, it says (upper right hand corner), will
not be delivered without postage stamp or you can mail it to DCU
via interoffice mail. So I guess if you mail it back interoffice,
it is postage paid. Weird ????
I am more than happy to send a copy to anne who wishes one. Just
send me mail. I would type it here but it would probably take me
a month (slow typing skills).
DRH
|
| 165.13 | mention late statements! | COOKIE::DOUCETTE | Chuck, DBS/CCAS/Vortex/Babelfish | Mon Apr 17 1989 11:43 | 6 |
| I received my survey recently also. Notice there seems to be no question
on the timeliness of statements. Would everyone who cares about that (and
who got a survey) please mention it when they ask for comments?
Chuck
|
| 165.14 | DCU OPINION SURVEY | BEIRUT::SUNNAA | | Tue Apr 18 1989 10:33 | 339 |
| Copy of the DCU survey follows the form feed
(Courtesy of Mary Morley)
DIGITAL CREDIT UNION OPINION SURVEY
WE WOULD LIKE YOUR ADVICE.
The following questionnaire asks your opinion about DCU products and services.
Your input is important, as it represents the opinions of many
members. Please take a few minutes to complete this survey and
mail it in the postage-paid envelope enclosed for your
convenience.
On behalf of DCU, let me thank you for your time and
consideration. Your cooperation is greatly appreciated.
Sincerely,
RICHARD D. MANGONE
president/ceo
1. How long have you been a member of the Digital Credit Union?
(PLEASE CIRCLE ONE NUMBER.)
Under 1 year......1 3 - 4 years.......3
1-2 years.........2 5 - 10 years......4 (5)
2. Which statement below best describes your relationship
with Digital Equipment Corporation?
(PLEASE CIRCLE ONE NUMBER.)
You work at Digital.......................... 1
A family member works at Digital............. 2 (6)
You/family member used to work at Digital.... 3
3. Why did you originally open an account at Digital Credit
Union. (PLEASE CIRCLE ALL NUMBERS THAT DEFINITELY APPLY TO YOU.)
Advertising.................................... 1 (7)
Accessibility of management.................... 2
Competitive interest rates on loans............ 3
Automatic payroll deduction.................... 4
Automated teller machines available............ 1 (8)
Convenient hours............................... 2
convenient location............................ 3
Errors at another bank......................... 4
Friendly Staff................................. 1 (9)
Friend/family member recommended............... 2
Free checking.................................. 3
Good interest rates on deposits................ 4
Good reputation................................ 1 (10)
Loan rejected elsewhere........................ 2
Low fees....................................... 3
No minimum balance requirements................ 4
Not satisfied with previous bank............... 1 (11)
Wide range of financial services available..... 2
Other: _____________________________________ 3
4. How important are the reasons below for continuing to do business
with Digital credit Union? (PLEASE CIRCLE ONE NUMBER FOR
EACH FACTOR.)
Very Somewhat Not at all
Important Important Important
--------- --------- ---------
Automated Teller Machines
available ..... 1 ....... 2 ......... 3 (12)
Convenient locations ..... 1 ....... 2 ......... 3 (13)
Friend/family banks there ..... 1 ....... 2 ......... 3 (14)
Free checking ..... 1 ....... 2 ......... 3 (15)
Easy Touch phone service ..... 1 ....... 2 ......... 3 (16)
Friendly staff ..... 1 ....... 2 ......... 3 (17)
Good hours ..... 1 ....... 2 ......... 3 (18)
Loan approved ..... 1 ....... 2 ......... 3 (19)
Competitive loan rates ..... 1 ....... 2 ......... 3 (20)
Telephone Customer
Service Center ..... 1 ....... 2 ......... 3 (21)
Automatic payroll deduction ..... 1 ....... 2 ......... 3 (22)
Good interest rates
on deposit ..... 1 ....... 2 ......... 3 (23)
Prompt efficient service ..... 1 ....... 2 ......... 3 (24)
Staff has sincere interest
in members ..... 1 ....... 2 ......... 3 (25)
Wide range of financial
services available ..... 1 ....... 2 ......... 3 (26)
Low fees ..... 1 ....... 2 ......... 3 (27)
Accessibility of management ..... 1 ....... 2 ......... 3 (28)
No minimum balance
requirements ..... 1 ....... 2 ......... 3 (29)
Families can be members ..... 1 ....... 2 ......... 3 (30)
5. How would you rate Digital Credit Union as compared to other financial
institutions for the following: (PLEASE CIRCLE THE APPROPRIATE NUMBERS.)
Very Very Don't
Good Good Fair Poor Poor Know
---- ---- ---- ---- ---- -----
Competitive rates
on loan ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (31)
Willingness to grant
loan approvals ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (32)
Staff's attitude on
phone for resolving
problems ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (33)
Communications with
members ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (34)
Convenient locations ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (35)
Friendly staff ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (36)
Policies/procedures ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (37)
Knowledgeable staff ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (38)
Competitive interest
rates paid on deposit
accounts ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (39)
Headquarters' phone
system ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (40)
Fast transactions ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (41)
Safety of deposits ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (42)
No balance requirements
on checking ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (43)
Branch hours ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (44)
Willingness to make the extra
effort to help members ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (45)
Telephone Customer
Service Center ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (46)
Fast moving lines ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (47)
Competitive fees ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (48)
Accuracy of statements ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (49)
Accuracy of bills ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (50)
Low turnover of credit
union employees ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (51)
Ability of local branch
offices to make decisions
and grant loans ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (52)
Quick decisions on
loans ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (53)
Sincere interest in
members' needs ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (54)
Fees for 24 hour ATMs ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (55)
Input/Output Newsletter ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (56)
Quick processing of
mortgage applications ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (57)
The staff calls you by
name ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (58)
Range of financial
services offered ..... 1 ..... 2 ..... 3 ..... 4 ..... 5 ..... 6 (59)
6. What do you like most about the Digital Credit Union?
___________________________________________ (60- 61- )
7. If you became president of Digital Credit Union, what's
the first change you would make?
___________________________________________ (62- 63- )
8. In your opinion, would you say the service at Digital Credit Union has
gotten better, worse, or stayed the same during the past year?
Better............1 The same.................3 (64)
Worse.............2 No opinion/Don't know....4
9. If you are a Digital Equipment Corporation employee, what are your
facility code letters? (PLEASE CIRCLE ONE.)
(65) ABO....1 BUD....7 (66) PKO....1 MRO....7 WFO....1 (67)
AGO....2 DAS....8 PNO....2 MLO....8 WMU....2
AKO....3 DCO....9 SGO....3 NIO....9 ZKU....3
APO....4 DTN....0 SHR....4 NRO....0 Other..4
ASO....5 GSO....X SPO....5 OGO....X
BTO....6 HLO....Y MKO....6 KO.....Y
10. Which of the following services do you have at Digital Credit Union
or elsewhere? (PLEASE CIRCLE THOSE NUMBERS THAT APPLY.)
Have at Digital Have
Credit Union Elsewhere
--------------- ---------
Investments:
Savings Accounts .....1 ......................2 (6)
Christmas Clubs .....1 ......................2 (7)
Vacation Clubs .....1 ......................2 (8)
Checking or NOW Account .....1 ......................2 (9)
Certificates of Deposit .....1 ......................2 (10)
Money Market Account .....1 ......................2 (11)
IRAs .....1 ......................2 (12)
Loans:
Auto Loan .....1 ......................2 (13)
Personal Loan .....1 ......................2 (14)
Home Equity Loan
(Second mortgage) .....1 ......................2 (15)
First Mortgage .....1 ......................2 (16)
Other Services:
24 hour ATM card .....1 ......................2
Line of Credit/Overdraft
protection .....1 ......................2 (18)
VISA/Mastercard .....1 ......................2 (19)
American Express .....1 ......................2 (20)
Easy Touch Telephone
Banking .....1 ......................2 (21)
11. In your opinion, how important would the following services be to you
if they were offered at Digital Credit Union? Would they be ... (PLEASE
CIRCLE ONE NUMBER FOR EACH STATEMENT.)
Extremely Somewhat Not at all Don't
Important Important Important Know
--------- --------- ---------- -----
Quick Loan Approval
(usually in one day) ........ 1 ........ 2 ........ 3 ........ 4 (22)
Professional Financial
Counseling ........ 1 ........ 2 ........ 3 ........ 4 (23)
Loan Payment Insurance
(to fully pay your loans
should you become
disabled or die) ........ 1 ........ 2 ........ 3 ........ 4 (24)
Automatic Deposit of
Paychecks or Social
Security checks ........ 1 ........ 2 ........ 3 ........ 4 (25)
A Monthly Newsletter
to members with
financial and tax
related ideas ........ 1 ........ 2 ........ 3 ........ 4 (26)
Savings Bonds ........ 1 ........ 2 ........ 3 ........ 4 (27)
A full service
Brokerage Service ........ 1 ........ 2 ........ 3 ........ 4 (28)
Discount brokerage
services ........ 1 ........ 2 ........ 3 ........ 4 (29)
Services for people
over age 55 ........ 1 ........ 2 ........ 3 ........ 4 (30)
Fax machine usage
for a nominal fee ........ 1 ........ 2 ........ 3 ........ 4 (31)
Purchase postage stamps
at the branches ........ 1 ........ 2 ........ 3 ........ 4 (32)
Travel Services and
Entertainment cards
(American Express, etc.) ........ 1 ........ 2 ........ 3 ........ 4 (33)
A 1% lower rate on any
personal loan for anyone
having a Certificate of
Deposit at the bank ........ 1 ........ 2 ........ 3 ........ 4 (34)
IRAs invested in CDs ........ 1 ........ 2 ........ 3 ........ 4 (35)
Student loans ........ 1 ........ 2 ........ 3 ........ 4 (36)
12. What other services, if any, would you like Digital Credit Union to offer?
__________________________________________________________________________
(37- 380 )
13. Do you agree or disagree with the following statement: "members own their
Credit Union so they should expect better service than people who use
a bank"?
Agree..... 1 Disagree..... 2 No Opinion..... 3 (39)
14. What is your marital status?
Married...1 Single...2 Divorced...3 Widowed...4 Separated...5 (40)
15. What is your gender? Female.....1 Male.....2 (41)
16. What is the highest level of education you have completed?
(CIRCLE ONE.)
Some High School.......1 College graduate.....4 (42)
High School graduate...2 Post graduate........5
Some college...........3
17. What is your age? (PLEASE CIRCLE ONLY ONE NUMBER.)
18 - 24 years..........1 45-55 years..........4 (43)
25 - 34 years..........2 45-65 years..........5
35 - 44 years..........3 Over 65..............6
18. Which of the following categories represents your total household
income for 1988? (CIRCLE ONE.)
Under $20K.............1 $60K - under $80K....4 (44)
$20K - under $40K......2 $80K+................5
$40K - under $60K......3
19. Is DCU your primary financial institution?
Yes.....1 No.....2 (45)
*** THANK YOU, DCU APPRECIATES YOUR BUSINESS AND VALUES YOUR OPINIONS ***
PLEASE RETURN THIS TODAY IN THE ENCLOSED POSTAGE-PAID ENVELOPE.
|
| 165.15 | DCU Response in 160.55 | TSE::LEEBER | Nobody Asked, Just My Opinion! | Wed Apr 19 1989 12:24 | 2 |
| A brief response regarding the questionnaire is contained in the Official
DCU Response contained in Note 160.55.
|
| 165.16 | I think everyone here should send in a copy! | YODA::BARANSKI | Incorrugatible! | Wed Apr 19 1989 14:16 | 0 |
| 165.17 | | TOMK::KRUPINSKI | Repeal the 16th Amendment! | Mon Sep 21 1992 15:01 | 5 |
| Friend just brought in a copy of a DCU questionnaire - First
question was "How long have you been a member?" One of the
possible responses was "over 20 years".. Tell me this was a trick
questions...
Tom_K
|
| 165.18 | Maybe it is a future question? | SSDEVO::RMCLEAN | | Mon Sep 21 1992 22:50 | 3 |
| re .-1
Depends upon how many check that box ;->]
|