Page 2 - Belco_Connections_Spring-2018

Our mission is to meet the financial service needs of every
member and the communities we serve with competitive
products and services. The Belco Gold Star Experience pledge
continues to be our commitment to quality for our members.
A top priority for Belco is ensuring that interactions in
person, by phone or while using home banking are meeting
member expectations. Our delivery of the Gold Star
Experience is measured through our annual member
Amey’s Corner satisfaction survey. Based on member feedback
from this survey, we report back to the membership on how
we are doing.
In 2017, a sampling of members received a survey by
mail, or were emailed a survey link from which the We thank
member loyalty index (MLI) is calculated. The MLI each member
has four components – member satisfaction, member’s
willingness to open future loan and deposit accounts, for continued
and the likelihood of a member to recommend Belco engagement with
to family/friends – that make up the total score, our credit union.
measuring member engagement and overall
satisfaction with the credit union.
We are proud to share the results of the 2017 survey. Our MLI has reached 60, which
is our highest level over the last five years. We exceeded the MLI of our peer credit
unions, which is 57. At Belco, we will continue to strive to reach the high performing
credit union level of 67. We pledge to do this by meeting and exceeding your
expectations of the best member experience.
In 2018, we are investing in our call center staffing, transforming our physical
branches and enhancing our online loan and member application systems. Each of
these initiatives is an investment in the member experience. It is our goal to make doing
transactions and interacting with the credit union seamless. Members can expect to
complete transactions by phone, in person, online or using a mobile device with ease.
The level of service, regardless of how one chooses to do business, will be a Gold Star
Experience.
We thank each member for continued engagement with our credit union. We
encourage referrals of family and friends to keep new membership and our credit union
growing. Because a credit union is a cooperative, all members share in the economic
value being generated by our business model. We consider it a privilege to continue to
meet the financial product and service needs of all members in the coming year.
Sincerely,

Amey R. Sgrignoli
President/CEO

1