Conference 7.286::dcu

    Re: .0
    
    >Notice it says "based on annual member surveys".  The interesting thing
    >is that it quotes member sat rising from 54.8 in 1991 to 71.4%
    
    >But when was that 71.4% rating measured ?  1992 ? 1993 ? 1994 ?
    >Before the fees and relationship banking hit or after ?
    
    
    And which members were surveyed?
    
    I never received one.
    
    Bill

One cannot help but wonder about the timing of such a "Special Report."
It was mailed out to members under Cockburn's signature two weeks prior to
the beginning of a Board election.  To read the special report you'd 
think that all was sunshine and happiness.  I especially like the picture
of the Board...that certainly added lots of information.

Hmmmm.....

Chris

I couldn't believe it when I got the Special Report with
my statement.  It was all I could do to keep from laughing.

On a serious note, make no mistake about it:  Chuck Cockburn's
job could ride on the results of this election.  (No, I don't
have any inside information from director's and potential
directors.  I'm just not convinced that Chuck will willingly
dismantle the relationship structure and implement a vastly
different type of credit union (read bank) than he has been 
trying to create since he first came here).

I continue to be amazed at how those in power misuse their
position to try to influence things.  I was less than impressed
two years ago when Digital spent $25,000 in a thinly veiled
attempt to support the then existing Board.  I was unhappy
last year when DCU wanted to interview two existing board
members right before the election - the two that were coming
up for election.  And now this.

Let's get a board (and a President) that will bend over
backwards not only in *being* fair, but in *appearing* fair as
well.

Collis

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Note 771.6                  Paul Kinzelman's Position                     6 of 7
TOOK::DELBALSO "I (spade) my (dog face)"             11 lines   9-MAR-1994 09:57
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re: .4, Phil

>    It could have waited until after the election IMO.  I fail to see
>    anything "Special" in the content of this brochure.

Actually, I appreciated receiving it. Now I not only know the names, but
also the faces, of those incumbents I won't be voting for. I also know the
faces of those I won't be voting for in future elections when their terms
are up. Thanks, Chuck!
:^)    
-Jack

    
    What a joke.  Chuck lauds the rise of the member satisfaction
    from 54% to 71%.  71% of what?  How am I supposed to know whether
    71% is good or not?  There's no reference, but even without it,
    I wouldn't be proud of it.  Even at face value, according to the
    way DCU measures customer satisfaction, 29% of the membership
    is NOT satisfied with the DCU.  That's more than 1 in 4 folks.
    It's more than 20,000 out of the 80K or so members we have.  It
    means 1.x of the four who were in line ahead of me at the local branch
    the last time I was there are not happy with the DCU AND THAT DOESN'T
    COUNT ME who was the fifth.  If he thinks that's good, we're in more
    trouble than I thought.  
    
    Steve
    

    
    You know if you look at this customer satisfaction ration of 71% as an
    indicator, is it surprising that we have so many members who have been
    labelled as "abusers"?  Rather than look at who really has the problem,
    it's been put on the membership.  That figure by itself tells me
    where the problem lies.  The DCU is not taking care of its customers.
    
    After the election, I certainly hope the focus of the credit union
    changes from the capital ratio to solving the problem of why the
    customer satisfaction ratio is only 71%.  When that particular metric
    is that low what it tells you is that you're on your way out of
    business.  If it weren't for the advantages that the DCU has over
    banks, it might already be gone.
    
    fwiw,
    Steve
     

    Anyone want to bet as to whether the 71% is based on the customer base
    AFTER the "Abusers" and slackers left because of dissatisfaction ?
    
    Now we know why the "relationship" thing.
    
    I'd say that the survey was sent to relationship members, but I didn't
    get one, and by accident, I'm a relationship member.
    
    Parhaps they surveyed the board }8-)}
    
    Bill
    

    There is some info on the customer satisfaction survey in topic 752.

Now here's something worth considering...what's so special about
the "Special Report?"  Hmmm...capital ratio report, membership 
satisfaction update, picture of the Board (gee, Phil still has
hair - I thought he had pulled it all out...).  When they interrupt
a television show with "This is a Special Report" I expect something
really important.  This looks like normal stuff that could have been
reported in the Network brochure.

Network brochure?  Did somebody say Network Brochure?  I didn't
see no Network brochure this month.  Of course not...know why?  Because
this was just a statement stuffer, and in March statements aren't
sent to the entire membership.

Now, had it been April - you know, next month - then this same information
would have reached ALL the members, since that's a dividend month and
DCU sends statements to THE ENTIRE MEMBERSHIP.  But, since it's only
March, the entire membership wasn't reached with the "Special Report."

Ok, so what gives?  It's a "special report."  The title alone and the
fact that it's got our President's signature on it seem to imply a level
of importance such that everybody should see the information.  But, since
it was a statement stuffer that didn't reach all the members, not
everybody got it.  But had this gone out next month, they would have.

So, why the "Special Report" for information that doesn't appear all
that special?  And why send it in March to some of the members, rather
than in April to all of the members?

Chris

    
    Really paranoid theory follows -- apologies in advance, I'm just a
    victim of past events...
    
    
    Aren't we getting an election package soon, with pictures of candidates
    included?
    
    Didn't we go through something two years ago where the use of the term
    incumbent in the election package was deemed an unfair advantage, so the
    designation was removed?
    
    Isn't it possible that having recently seen a picture of the current
    board, a voter might get a subliminal message when looking at the face
    of a current director, akin to reading the word "incumbant" in close
    proximity to the picture?
    

    yeah, that's it.  if you look closely at the photo, you can see the
    outline of a box of popcorn...

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Note 771.4                  Paul Kinzelman's Position                     4 of 9
ASE003::GRANSEWICZ "Candidate for DCU Director"      13 lines   9-MAR-1994 00:03
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    What does "standard practice" have to do with anything?  Whose
    "standard practice" are you referring to?
    
    I would say the practice is as standard as DCU's issuance a DCU Special
    Report 10 days before ballots go out that features the current Board
    (with 3 Directors standing for re-election).  I would just like to say for
    the record that as a Director of DCU I was *NOT* aware that this
    "DCU Special Report" was going out.  Had I known I would have objected in
    the strongest of terms due to its issuance during an ongoing election. 
    It could have waited until after the election IMO.  I fail to see
    anything "Special" in the content of this brochure.
    

    
    "The survey questionnaire was mailed to 5,000 systematically-selected
    adult members on June 21, 1993.  By the cutoff date, 1078 members
    responded.  This number of responses translates to an error factor of
    +/- 2.9% at the 95% confidence level."
    
    "The results were age-weighted to assure an accurate representation  of
    the membership by age."
    
    
    
    Actual Question Wording (Expectations)
    
    Office(s) conveniently located for me.
    Office(s) open during the hours when I need to use them.
    Having ready access to account information by phone.
    Ability to conveniently make deposits and withdrawals.
    Easy handling of my needs by telephone.
    
    Not having to wait in teller lines too long.
    Easily getting through to the right person or department by phone.
    Taking prompt action on loan requests.
    Overall speed of providing service.
    
    Following up on my requests for information.
    ATMs that work when I need them.
    Accuracy in handling my transactions.
    Having my phone calls returned promptly.
    Statements which arrive on time.
    
    Financial soundness.
    Federal insurance on my savings accounts.
    A safe and secure place for my savings.
    Well-managed.
    A safe location where I don't have to worry about my personal safety.
    
    Being treated with respect by employees.
    Being able to quickly resolve problems when they arise.
    Employees who really listen to me.
    Friendly, helpful employees.
    Employees who greet me by name at the location I use most often.
    
    Forms that are easy to complete.
    Easy to understand brochures and publications.
    Easy to understand statements.
    Neat and appropriately-dressed employees.
    Attractive and well-maintained offices.
    Equipment that is up-to-date.
    

    
    I don't get a March DCU statement...
    
    guess what I just got in the mail today, with its own
    postage and everything...
    
    Wow how nice :-(
    
    Amy
    

    Interesting....  I received the special report last month with my
    statement, but my wife only gets a statement when the interest is
    posted.  
    
    Guess what came in the mail today for my wife????   The DCU Special
    Report!  A separate mailing, ie not with other business related mail.
    
    Dave
    

    re: .15
    
    Same here.  My children each received the special report brochure in a
    separate mailing.
    
    I would think they would have eliminated mailing to minor children,
    since DCU management seems so keen on maximizing the sacred ratio and
    minor children could care less about DCU's performance.
    
    But, then again, maybe it wouldn't be "fair".
    
    -- Russ