Thurles Credit Union Membership Survey Page1 / 2 Instructions: We are currently conducting a survey to find out how well we meet our members’ needs and to solicit opinions on how we can enhance our service levels and offer new services. All the replies you give here are confidential and will not be communicated to the Credit Union. Draw: 1st prize €300, 2nd prize €150, 3rd prize €100 Section 1: FINANCIAL REQUIREMENTS Question Title * 1. Which of the following financial institutions currently provide you with the most suitable financial products and services? Banks The Post Office Credit Unions Personal Fiance Companies Other (Tesco & Littlewoods) (please specify Other) Question Title * 2. What is the most important factor to you when selecting a financial provider? The quality of service The range of financial products The interest rate charged The approachability of the financial institutions Speed of loan approval Section 2: BANKING SERVICES Question Title * 3. Which of the following cards do you currently use? Standard Credit Card A Store Card Thurles Visa Debit Card Other Debit Card No Card Question Title * 4. Approximately how many times per week do you use your current card? 0 1-3 4-6 7-9 10+ Standard Credit Card Standard Credit Card 0 Standard Credit Card 1-3 Standard Credit Card 4-6 Standard Credit Card 7-9 Standard Credit Card 10+ Store Card Store Card 0 Store Card 1-3 Store Card 4-6 Store Card 7-9 Store Card 10+ Other Debit Card Other Debit Card 0 Other Debit Card 1-3 Other Debit Card 4-6 Other Debit Card 7-9 Other Debit Card 10+ Thurles Visa Debit Card Thurles Visa Debit Card 0 Thurles Visa Debit Card 1-3 Thurles Visa Debit Card 4-6 Thurles Visa Debit Card 7-9 Thurles Visa Debit Card 10+ Question Title * 5. Would you be interested in our newly introduced Visa Debit Card? Yes No Don't know Section 3: ELECTRONIC FUNDS TRANSFER (EFT) SERVICES Question Title * 6. Do you have the following currently paid into a bank or other account? Yes No Social welfare payments Social welfare payments Yes Social welfare payments No Salary Salary Yes Salary No Pensions Pensions Yes Pensions No Government subsidies and grants Government subsidies and grants Yes Government subsidies and grants No Question Title * 7. Which of the following accounts is it paid into? Bank Account Post Office Account Thurles Credit Union Account Other (please specify Other) Question Title * 8. Would you be interested in paying any of the following into your Thurles Credit Union account (Assuming you don’t do so already) Social Welfare Payments Salary Pensions Government Subsidies & Grants Question Title * 9. How many times in a typical month do you use the following services to pay bills? 0 1-3 4-6 7+ Standing Orders Standing Orders 0 Standing Orders 1-3 Standing Orders 4-6 Standing Orders 7+ Direct Debit Direct Debit 0 Direct Debit 1-3 Direct Debit 4-6 Direct Debit 7+ BillPay BillPay 0 BillPay 1-3 BillPay 4-6 BillPay 7+ Internet Banking Internet Banking 0 Internet Banking 1-3 Internet Banking 4-6 Internet Banking 7+ 24-hour Phone Banking 24-hour Phone Banking 0 24-hour Phone Banking 1-3 24-hour Phone Banking 4-6 24-hour Phone Banking 7+ Section 4: USE OF THURLES CREDIT UNION SERVICES Question Title * 10. Which of the following Thurles Credit Union services do you use? Yes No Not aware of Home Insurance Home Insurance Yes Home Insurance No Home Insurance Not aware of Saving Stamps Saving Stamps Yes Saving Stamps No Saving Stamps Not aware of Quick Lodge Quick Lodge Yes Quick Lodge No Quick Lodge Not aware of Repayment Protection Insurance Repayment Protection Insurance Yes Repayment Protection Insurance No Repayment Protection Insurance Not aware of Travel Insurance Travel Insurance Yes Travel Insurance No Travel Insurance Not aware of Foreign Exchange Foreign Exchange Yes Foreign Exchange No Foreign Exchange Not aware of Car Insurance Car Insurance Yes Car Insurance No Car Insurance Not aware of Question Title * 11. How would you rate your level of satisfaction with the following Credit Union services? Please choose your level of satisfaction on a scale of 1 – 5 with 1 being the lowest and 5 being the highest. 1 lowest 2 3 4 5 highest n/a Home Insurance Home Insurance 1 lowest Home Insurance 2 Home Insurance 3 Home Insurance 4 Home Insurance 5 highest Home Insurance n/a Saving Stamps Saving Stamps 1 lowest Saving Stamps 2 Saving Stamps 3 Saving Stamps 4 Saving Stamps 5 highest Saving Stamps n/a Quick Lodge Quick Lodge 1 lowest Quick Lodge 2 Quick Lodge 3 Quick Lodge 4 Quick Lodge 5 highest Quick Lodge n/a Repayment Protection Insurance Repayment Protection Insurance 1 lowest Repayment Protection Insurance 2 Repayment Protection Insurance 3 Repayment Protection Insurance 4 Repayment Protection Insurance 5 highest Repayment Protection Insurance n/a Travel Insurance Travel Insurance 1 lowest Travel Insurance 2 Travel Insurance 3 Travel Insurance 4 Travel Insurance 5 highest Travel Insurance n/a Foreign Exchange Foreign Exchange 1 lowest Foreign Exchange 2 Foreign Exchange 3 Foreign Exchange 4 Foreign Exchange 5 highest Foreign Exchange n/a Car Insurance Car Insurance 1 lowest Car Insurance 2 Car Insurance 3 Car Insurance 4 Car Insurance 5 highest Car Insurance n/a Question Title * 12. Are you aware that Thurles Credit Union provides free life insurance on its loans? Yes No Question Title * 13. Would you be interested in having a Direct Debit facility from your Thurles Credit Union account? Yes No Section 5: LOAN TAKING BEHAVIOUR Question Title * 14. Which of the following do you consider important when taking out a loan?Please choose their importance on a scale of 1 – 5 with 1 being the highest and 5 being the lowest. 1 2 3 4 5 I will borrow where I bank 1 2 3 4 5 The rate of interest 1 2 3 4 5 A quick decision 1 2 3 4 5 The level of personal service 1 2 3 4 5 Opportunity for a top-up loan Question Title * 15. What other factors, if any, do you consider important when taking out a loan? Question Title * 16. If you do not currently have a loan with Thurles Credit Union, what are the reasons why? Do not have enough savings I have no need to borrow at this time The rate of interest is not competitive The process of applying for a loan is too complex I do not believe in borrowing Other (please specify Other) Question Title * 17. Are you aware that you can apply for a loan on-line in Thurles Credit Union? Yes No Question Title * 18. Have you taken out a loan from Thurles Credit Union in the past 3 years? Yes No Question Title * 19. If you have availed of a loan from Thurles Credit Union in the past year, how would you rate your current level of satisfaction with the loan service? Very Satisfied Satisfied Neutral Dissatisfied Very Dissatisfied N/A Question Title * 20. Please explain your answer to Q.19, if applicable Question Title * 21. Would you be interested in taking out a loan against your savings at a preferential interest rate Yes No Don't know Question Title * 22. Which of the following provide you with information on loans in Thurles Credit Union? Yes No Local Radio Local Radio Yes Local Radio No National Credit Union Adverts National Credit Union Adverts Yes National Credit Union Adverts No The Internet The Internet Yes The Internet No Local Paper Adverts Local Paper Adverts Yes Local Paper Adverts No Facebook Facebook Yes Facebook No Twitter Twitter Yes Twitter No Family Family Yes Family No Other Credit Union members Other Credit Union members Yes Other Credit Union members No Section 6: SAVING BEHAVIOUR AND CONFIDENCE IN THURLES CREDIT UNION Question Title * 23. How confident are you that your savings are secure in Thurles Credit Union compared to other financial institutions? More secure than other financial institutions About the same as other financial institutions Less secure than other financial institutions Question Title * 24. Have you opened a Savings Account in another Financial Institution in the past 18 months? Yes No Question Title * 25. If you opened a new savings account in another Financial Institution, what factor(s) influenced your decision? Yes No The rate of interest offered was very competitive The rate of interest offered was very competitive Yes The rate of interest offered was very competitive No The level of financial security was better The level of financial security was better Yes The level of financial security was better No Convenient location to your work or home Convenient location to your work or home Yes Convenient location to your work or home No History of doing business with the Financial Institution History of doing business with the Financial Institution Yes History of doing business with the Financial Institution No Other Other Yes Other No (please specify Other) Question Title * 26. Have you recently closed a savings account in another Financial Institution and moved it to Thurles Credit Union? Yes No Section 7: SERVICE INTERACTION AND SERVICE QUALITY Question Title * 27. Which of the following represent the ways in which you do business with Thurles Credit Union? 1 Not Used 2 3 4 5 Always Used At the Counter At the Counter 1 Not Used At the Counter 2 At the Counter 3 At the Counter 4 At the Counter 5 Always Used Over the Telephone Over the Telephone 1 Not Used Over the Telephone 2 Over the Telephone 3 Over the Telephone 4 Over the Telephone 5 Always Used By Email By Email 1 Not Used By Email 2 By Email 3 By Email 4 By Email 5 Always Used Through the Website Through the Website 1 Not Used Through the Website 2 Through the Website 3 Through the Website 4 Through the Website 5 Always Used Through the Post Through the Post 1 Not Used Through the Post 2 Through the Post 3 Through the Post 4 Through the Post 5 Always Used Quick Lodge Quick Lodge 1 Not Used Quick Lodge 2 Quick Lodge 3 Quick Lodge 4 Quick Lodge 5 Always Used Question Title * 28. How satisfied are you with the following aspects of service in the Thurles Credit Union: n/a 1 Very Dissatisfied 2 3 4 5 Very Satisfied At the Counter At the Counter n/a At the Counter 1 Very Dissatisfied At the Counter 2 At the Counter 3 At the Counter 4 At the Counter 5 Very Satisfied Over the Telephone Over the Telephone n/a Over the Telephone 1 Very Dissatisfied Over the Telephone 2 Over the Telephone 3 Over the Telephone 4 Over the Telephone 5 Very Satisfied By Email By Email n/a By Email 1 Very Dissatisfied By Email 2 By Email 3 By Email 4 By Email 5 Very Satisfied Through the Website Through the Website n/a Through the Website 1 Very Dissatisfied Through the Website 2 Through the Website 3 Through the Website 4 Through the Website 5 Very Satisfied Through the Post Through the Post n/a Through the Post 1 Very Dissatisfied Through the Post 2 Through the Post 3 Through the Post 4 Through the Post 5 Very Satisfied Quick Lodge Quick Lodge n/a Quick Lodge 1 Very Dissatisfied Quick Lodge 2 Quick Lodge 3 Quick Lodge 4 Quick Lodge 5 Very Satisfied Question Title * 29. Is there anything that causes you dissatisfaction in Thurles Credit Union? Yes No Question Title * 30. If you have answered YES to question 29, please explain why Question Title * 31. Do you receive enough information on Thurles Credit Union products and services? Yes No Question Title * 32. Would you be interested in receiving Credit Union marketing or product information by SMS text message? Yes No Question Title * 33. How satisfied are you with following aspects of Thurles Credit Union? 1 Very Dissatisfied 2 3 4 5 Very Satisfied Confidence in the way the Credit Union is run Confidence in the way the Credit Union is run 1 Very Dissatisfied Confidence in the way the Credit Union is run 2 Confidence in the way the Credit Union is run 3 Confidence in the way the Credit Union is run 4 Confidence in the way the Credit Union is run 5 Very Satisfied The level of professionalism of service The level of professionalism of service 1 Very Dissatisfied The level of professionalism of service 2 The level of professionalism of service 3 The level of professionalism of service 4 The level of professionalism of service 5 Very Satisfied A strong focus on the needs of members A strong focus on the needs of members 1 Very Dissatisfied A strong focus on the needs of members 2 A strong focus on the needs of members 3 A strong focus on the needs of members 4 A strong focus on the needs of members 5 Very Satisfied Confidentiality of transactions Confidentiality of transactions 1 Very Dissatisfied Confidentiality of transactions 2 Confidentiality of transactions 3 Confidentiality of transactions 4 Confidentiality of transactions 5 Very Satisfied Access to senior management when required Access to senior management when required 1 Very Dissatisfied Access to senior management when required 2 Access to senior management when required 3 Access to senior management when required 4 Access to senior management when required 5 Very Satisfied Competitiveness of the financial services offered Competitiveness of the financial services offered 1 Very Dissatisfied Competitiveness of the financial services offered 2 Competitiveness of the financial services offered 3 Competitiveness of the financial services offered 4 Competitiveness of the financial services offered 5 Very Satisfied Section 8: PERSONAL DETAILS Question Title * 34. Gender Male Female Question Title * 35. Age 18-24 25-34 35-44 45-54 55-64 65+ Question Title * 36. Do you have access to the internet? Yes No Question Title * 37. How often do you access the Thurles Credit Union website www.thurlescu.ie ? Never Daily Weekly Monthly Less often Question Title * 38. Please enter your Membership Number Next
