Conference 7.286::dcu

Which survey was this? The one for which the results were deemed confidential
as stated in some recent board meeting minutes?

-Jack

>        A very small minority, 9.3%, want changes in the policy, 
>        direction and officials of the credit union.

I have a distinct feeling that this number is much larger than would be
normal in such a survey of a typical credit union.
        
>        5.  In general, the members are not aware of the 
>        relationship pricing program.  The minority who are aware, 
>        however, believe the practice is inappropriate.
					  ^^^^^^^^^^^^^
...        
>        26.7% of the membership know that this policy had been 
>        adopted. Those individuals were then asked if such a policy 
>        was appropriate at a credit union.  A large majority, 72$%, 
>        agreed that it was appropriate.
			    ^^^^^^^^^^^
Which is it?
        
The ambiguous nature of the responses to the other questions suggests
either that people are ambivilant, or that the questions are poorly worded;
there doesn't seem to be much else you can learn from those answers.

	Paul

    First:  Thanks, Tom, for posting this.  It's nice to see a
    summary of the information on which the DCU is basing decisions.
    
    Second:  Can the questions themselves be posted?  The summary
    states over and over that people gave different answers to
    similar questions, depending how the question was phrased.  That 
    makes the actual questions rather important in figuring out what 
    the answers mean.  
    
    Third:  The end of section 3 is cut off, and section 5 is
    inconsistent -- do most of the few who know about DCU's
    relationship program think it is appropriate or inappropriate?
    
    Fourth:  Is it just me, or does the summary read to others as if
    the folks writing it had a strong opinion on the subjects being
    polled?  For example, "3.  The belief in the credit union, however, 
    does not blind members to the reality of the costs of operating the 
    credit union."  This doesn't sound like the statement of someone
    who is simply reporting what people think.  Other statements struck
    me the same way.  Is this just a style matter, or might there be
    something real here?
    
    Fifth:  *Should* a credit union be special?  Should the DCU use
    the sharing approach that a majority agreed on when asked one type
    of question, or the variable fee approach that a majority agreed
    on when asked another type of question?  Hopefully, the DCU will
    be up front about choosing one or the other, and not try to keep
    people feeling that we're somehow different without there being
    a real difference.
    
    Sixth:  People think the cost of a bounced check should be born
    by the person who bounces the check.  Great, so do I!  Will the
    DCU respond by setting the fee for a bounced check to the $3 or
    so that it actually costs?  Or will it stay at $15-$30 (the latter
    for a double bounce, which can be unavoidable).  This is an example
    of how the results of a survey like this can be miscontrued.  It
    would be easy to take that answer as justifying the huge bounced
    check charges that the DCU imposes, but in fact it does not.
    
    Lastly:  I'm curious what percentage of the people surveyed know
    anything about the DCU other than official communication.  Probably
    most of those surveyed haven't even been reading the official DCU
    communcations, must less anything else.  Otherwise more would know 
    about the relationship system.  Given this, I'm not sure what it
    tells us about the DCU that a large majority think that DCU
    communication is credible.
    
    
    	Larry

    
        >  Only 26.7% of the membership know that this policy 
        >  (relationship banking) had been adopted. 

    Therefore 73.3% of the respondents were not informed enough to give an
    accurate reflection of what members think of DCU's policies.

    
    Hmmm.  26.7% are aware of membership banking.
            9.3% want changes in policies, directions and officials.
    
    If one assumes that the other 73.3% are blissfully ignorant of the
    situation, one could infer that (9.3/26.7=) 34.8% of those who know
    what'd going on think it stinks.
    
    Cool.
    

Re: .0 Tom

   Thank you for posting the results of the DCU survey of member attitudes
and opinion. I have a some questions that I hope you will answer for me.

   I participated in the DCU survey on service quality. Will you, or another
responsible individual, post in the DCU notes conference the results
of that survey? I'm curious about what the other participants think about
the DCU's service quality.

   In item 3, the final sentence drops off. Would you be able to finish
that sentence from the report and post it in this notes string?

.0>        posed to them in this way.  Finally, a very consistent
.0>        majority, 64.3% in response to
.0>
.0>        4.  The belief in the special nature of the credit union

   How can I see the costs mentioned in items 3 & 4? Could I visit a DCU 
office and request to read the DCU's member attitudes and opinion survey?

.0>        When presented with the cost generated by
.0>        maintain a low balance checking account, 67.8% of the
.0>        membership agreed that the member involved should be asked
.0>        to cover the costs involved.

   Why shouldn't the cost associated with providing checking accounts be 
spread equally amongst all checking accounts? Why differentiate costs between
member checking account on a useage criteria? I don't understand. I would
think members who write a lot of checks would incur a larger cost to the
DCU because the Federal Reserve needs to be interacted with to clear a check.
Please clarify the costs of checking for me.

regards,
Ray

    I'd like to see the question also. I was involved with a survey for the
    renewal of our local cable franchise. We made up our own questions and
    the cable company went ballistic because of the way the questions were
    worded. They commissioned their own survey. Also, Gallup has recently
    changed the way they ask questions. A survey can be constructed to get
    the answers you are looking for. A good survey asks the same questions
    different ways to correlate the responses to make sure the numbers are
    accurate. There's a saying, there are liars, damn liars and
    statisticians...

    re .3:  
    The correct text for the title of executive summary item 5 is:
    
    "5.  In general, the members are not aware of the relationship pricing
    program.  The minority who are aware, however, believe the practice is
    appropriate."
    
    The text in .0 has a typo, with the last word "inappropriate".  This
    was noticed due to its inconsistency with the end of the section:
    
    "A large majority [of the 26.7% who knew about relationship pricing]
    agreed that it was appropriate."
    
    	Larry
    
    PS -- Yes, you too can get a copy for yourself by going down to
    DCU HQ.  The receptionist didn't know what I was talking about,
    and neither did the first person she called, but after a little
    research I got one with no problems.  It's interesting... LS

I am looking for the note that said that the survey information would be
posted at all branch officer and made available to all members.  Does
anyone remember that being said?

	- mark

Mark,

Perhaps in one of the BoD meeting minutes??  That would be 2.*

Bob