Member Survey
In September 2023, we held our annual member survey to hear from our members on what MOVE Bank is doing well and more importantly where we
can improve.
We were pleased to receive 925 completed responses to the survey and were thrilled to have been rated 4.5 out of 5 stars with a Net Promoter Score (NPS) of +48 (out of a possible range of -100 to +100), which is an improvement on last year’s result for both indicators.
These results were further supported by the written feedback provided in the remainder of the survey. Friendly and helpful customer service, competitive interest rates, and ease of using MOVE’s banking services and platforms were among the top reasons for member satisfaction.
We also recognise the valuable feedback members provided on areas they felt could be improved. The mobile app’s range of functionality, the bonus interest limit on the Growth Saver account, and the efficiency of the onboarding and loan processes were the key areas highlighted in this feedback. The MOVE Bank team will be looking at ways in which we can improve these aspects of our service delivery moving forward to ensure we continue to deliver the greatest value and experience for our members.
We wish to congratulate the lucky member from Bundaberg who was the winner of the Apple iPad prize and we extend our thanks to all members who completed the survey. Your feedback is greatly appreciated.
Branch Relocation
In December, the MOVE Bank branch relocated to Level 1, 179 Ann Street, Brisbane. For more information on the relocation, please visit movebank.com.au/move-bank-is-moving
Updated Conditions of Use
We have made a few improvements to our conditions of use:
- Better explaining how we communicate changes to you
- Better explaining the steps we take to protect your account
- Simplifying how we talk about our direct debit services
- Increasing the scam protection on new accounts
To view our conditions of use, please visit movebank.com.au/importantdocuments
Connecting with the QR Community
The MOVE Bank team has had some great opportunities to connect with QR employees in recent months.
- October – Members of our lending team joined QRI to host a BBQ at the QR Bowen Hills Depot
- November – Virtual Lunch and Learn session on ‘Banking Essentials’ presented to the Young Professionals network
This blog post is for general information purposes only and is not intended as financial or professional advice. It does not have regard to the financial situation or needs of any reader and must not be relied upon as financial product or other professional advice. You should seek your own independent financial, legal and taxation advice before making any decision about any action in relation to the material in this article.
