Expanding Our Ears: The Evolution of PSECU's Voice of the Customer Program

Here at PSECU, we strongly believe in the importance of listening. Our Voice of the Customer (VoC) program reflects this belief. It's more than just a program; it represents our dedication to understanding and responding to your needs, expectations, and experiences.

Tuned Into Your Feedback

Your thoughts and opinions are important to us, so with our multiple feedback channels available to you, we’re able to capture your experiences in real time. From ongoing surveys, monitoring social media comments, analyzing emails, and feedback from our call center agents, we're constantly tuned in to what you think about PSECU. Additionally, we regularly send invitations to join Money Minds Connect, our exclusive online member feedback community. Here, we engage in deeper conversations, conduct focused surveys, and host virtual focus groups.

By using these channels, we’re able to gather invaluable insights from real members like you that help us continuously improve and better serve you.

Your Feedback, Our Actions

Your feedback doesn't just fill up our databases; it drives change. Based on your input, in the last year, we've made several improvements:

• Created new training programs for our call center staff to focus on providing you with quicker response times and better customer satisfaction.
• Incorporated the ability to reorder your new debit or credit cards or close your cards in digital banking without needing to call in.
• Optimized the PSECU website to improve the user experience.
• Added a spending summary tool in digital banking to help you have better insight into where your money’s going.
• Added the ability for you to easily choose where your certificate’s payout goes upon maturity in digital banking.
• Added the capability to deposit checks using your mobile device to any share.
• Expanded our network of surcharge-free ATMs, providing you with access to more than 85,000 in-network options worldwide.
• Changed our new member communications to include more personalized emails, ensuring that those who are new to PSECU feel valued and informed from day one.

We're committed to not only listening to what you have to share but also making sure that someone from our team is personally reaching back out to you. We're setting new standards for how quickly we respond and communicate our changes based on your suggestions.

What's Next?

We are constantly working to improve our VoC program. Our analytics experts work behind the scenes, using advanced tools to identify common themes and trends across all feedback channels. As we build on the program, we continuously expand our reach to incorporate more feedback channels.

Your Voice: The Heartbeat of PSECU

Every email and survey you submit is an opportunity for your voice to be heard. We encourage all members to share their experiences, thoughts, and ideas, as your participation greatly influences our services and the future of PSECU. It’s important to note that while we review and consider every suggestion, we may not be able to implement all requested changes instantaneously. Sometimes your ideas might be in our plans for future updates, while others may not be possible right now. Nevertheless, your feedback is extremely valuable to us. If you haven't shared your feedback yet, we strongly encourage you to do so, as your input is crucial in shaping the future of PSECU.

Listening to and acting on your feedback is central to our commitment to delivering exceptional financial services. We are here, and we are listening to your feedback. Let's work together to shape the future of PSECU. If you’re interested in taking part in the Money Minds Connect community, we encourage you to apply to join! Please note that our community is limited to those who meet specific qualifications.

You can always email the VoC Team at feedback@psecu.com.