Just Credit Union’s Members Highly Satisfied with Performance and Culture Survey Finds

Monday 29 January 2024

Just Credit Union – which serves the areas of Shropshire, Telford and Wrekin – has received a high score in a recent performance and culture member survey. The survey, ‘temperature check’ was conducted by Performance Metrics Ltd and its 1872⁰Culture framework, as part of a strategic partnership with ABCUL.

“We are absolutely delighted with the results. It is testament to the attitude and hard work of our team and volunteer Board members,” said Just Credit Union CEO, Karen Farrow. “It is particularly pleasing given the tough time many of our members have had over the last few years that we have maintained a first class service.

“We aim to improve their financial wellbeing and choices of our members. This sometimes means we have to say no to a loan or suggest a lower amount. This is always with our members long-term best interests in mind.”

The survey captures 18 topics under the headings of Values, Behaviours and Standards designed to “take the temperature” of the services provided and the culture of the organisation and calculates giving a score.

“Just Credit Union scored very impressive results across all aspects of the survey. The score is outstanding for a member temperature check and is one of the best we have seen”, said Director of Performance Metrics Ltd, Mark Ryder.

 “To put it in perspective their overall score was 42.39 on a scale of 36 to 108, with the lower the score the better.

“This goes a long way towards evidencing compliance with the recent Financial Conduct Authority’s Consumer Duty requirements. These are higher and clearer standards of consumer protection across financial services and require firms to put their customers’ needs first – something Just Credit Unions clearly do.”

Reflecting on the score, Karen added: “Providing an excellent service to our members is at the core of everything we do and we are always seeking feedback to ensure we are meeting their needs.

“We were delighted to be involved in this collaboration between our trade association ABCUL and Performance Metrics Ltd, a leading expert in culture and satisfaction measurement.

 “The survey confirmed that [the wellbeing-centric] approach is very much appreciated by our members and makes a big difference to our members’ life. What people save with us is what we lend to local people so it’s a great way of supporting the local community or economy.

“We are now looking forward to working with Performance Metrics in 2024 measuring more aspects of our operations including loan process and staff and board perceptions.”

Source – Shropshire Star