We want to say thank you to all members who took the time to complete our annual member survey last year. Your feedback is valuable and provides unique insights into what we’re doing well and where we can improve.
What to expect:
Service and accessibility
We heard that the service is important to you, and you shared that when you call through to MOVE Bank you feel confident our friendly team can help you quickly and efficiently, however there were some members who indicated that we could do better with our loan experience.
We’ve taken onboard this feedback and are investing in our digital loan journey to provide an enhanced experience for members applying for loans online.
We also received feedback that you’d like more functionality online and through the MOVE Bank App to manage your banking in your own time.
The great news is that we are launching our new MOVE Bank app mid-January, with a bunch of new features to make your everyday banking easier.
Secure banking
With an ongoing increase in scams and fraud being experienced across Australia’s financial services industry, banking safely and securely became a high priority for our members. We received overwhelmingly positive feedback about our proactive approach to protecting members.
By adding extra layers of security including one-time passwords and remote access scam warnings and continued surveillance of suspicious behaviour and scam trends, members feel secure banking online with MOVE Bank.
How does MOVE Bank measure up?
As a member-owned bank, meeting the needs of our members is a top priority. We stay in touch with our members expectations through our Voice of Member program and regular touch-points to ensure we’re hitting the mark.
One of the ways we assess our performance is through our Net Promoter Score (NPS), which provides a rating on how willing members are to recommend us to their friends and family. This year we were rated with a positive score of 38.99, which compares exceptionally well to the big four banks who averaged 10.1.1
Thank you to everyone completing the survey, your feedback helps us to build a better bank for our members.
We donated $1 to Beyond Blue for every annual member survey completed. We were pleased to donate over $1,300 to Beyond Blue this year, which will contribute to providing valuable support and services for Australians struggling with mental health.
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Congratulations to our lucky winners!They've each won a $100 e-gift card for completing the member survey.
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1 Source: Roy Morgan NPS April 2021 (roymorgan.com)
