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Engaging customers

bankmecu seeks to remain relevant to our customers by understanding their needs and expectations:

  • Customer First Survey. We survey customers who purchase a new product each quarter: 18% of the 5,785 customers replied and told us what they thought of our customer service processes and their reasons for choosing bankmecu.
  • Customer Insights Survey. Each year, we survey customers to ensure we’re meeting their expectations: 6% of the 56,078 customers we approached responded.
  • Annual General Meeting (AGM). Our AGM is an opportunity to connect with customers on important governance matters, and to celebrate the achievements of the past 12 months: 1% of our 126,108 customers voted at the AGM in November 2013.
  • OurSay.org. We conducted online forums involving customers in the Bank’s strategic decision making. Customers and stakeholders were given the opportunity to raise ideas or questions and then vote on what they thought was most important. This helped gain customer input into the Bank’s strategic planning process. We conducted two forums, involving 406 people:
    • Forum One. Imagine your ideal bank. We presented the top three ideas for discussion at the Banking in a more sustainable world event held at the GABV conference. We invited the authors to the event and bankmecu’s Managing Director responded to each idea.
    • Forum Two. If there was one thing. We invited customers to tell us what areas they want the Bank to focus on over the next three years. The four top suggestions were discussed at the Board’s annual strategic planning meeting, and were responded to by Directors.
  • Central. We launched bankmecu Central in August 2013, to give customers more information about our activities and to encourage them to engage with us and each other. Central hosts stories, tips and information on our products, services and activities in the community, as well as information about how customers can live more sustainably and manage their finances. Central generated an average of 60 comments from customers each month. Central eNews is sent to 48,000 customers, with an average of 9,100 reading it each month.