Northern Community Bank 12 months in Cumbria – account holder feedback 2022

It’s hard to believe that in September 2022 we celebrated 12 months since the merger with Affinity Community Bank and Northern Community Bank’s expansion into Cumbria, and in the first 12 months we are delighted to have welcomed 1660 new account holders.

We thought this would be the perfect opportunity to collect the thoughts and opinions of our Cumbrian membership to see after 12 months what is going well, and what areas, if any, could improve on.

Here are just a few of the results from the survey:

• 95% of Cumbrian account holders are happy with the service that Northern Community Bank provide
• 95% of Cumbrian account holders would also recommend us to their friends
• 96% of Cumbrian account holders feel comfortable borrowing and saving with Northern Community Bank
• 96% of Cumbrian account holders would rate our service 4 stars or above out of 5. This gave us an average rating of 4.7 out of 5!

We also received very useful feedback

Positive

We asked Cumbrian account holders what we do well, the larger the word the more times it has been mentioned.

Overall, the majority of responses to the survey were positive but the survey also gave us valuable insights into some of the issues that Cumbrian account holders have been facing.

Concerns

Prior to the merger, Affinity Community Bank had already closed a number of branches and recognised to service more residents across the county of Cumbria they needed to expand digital channels. Since the merger we have more than doubled the number of people accessing credit union services across the county through telephone banking 5 days a week, secure app and 24/7 online Member Area where account holders can interact in their own time.

When surveyed about the preferred way to communicate with Northern Community Bank 45% of Cumbrian account holders prefer to use the Nivo app to transact with Northern Community Bank . 29% of account holders prefer to use the telephone, while an equal split use the online accounts area and email. 7% of Cumbrian account holders would still prefer to use a branch to transact.

Northern Community Bank work with Nivo on a daily basis to improve the functionality of the app. Introducing the app was a big stride forward as community bank in 2020 but we want to improve it as much as possible for our account holders.

When the merger took place we tried to inform Cumbrian account holders of the best ways to transact via both email and letter however we understand from feedback that account holders want more direction. This page explains the different ways to transact

Prior to the merger and in the first 12 months since Northern Community Bank has operated in Cumbria we have continuously evaluated the possibility of branches. The county of Cumbria includes 6 districts, the question is where the branches would be located and how would that benefit the Cumbrian membership. To operate a branch three members of staff are needed to provide the high level of service that members deserve, that would mean up to 18 members of additional staff. If Northern Community Bank opened a branch in one area, for example the West of the county, how would that benefit account holders on the East coast or in the South of the county.

Summing-up

The Northern Community Bank Board and Staff have been thrilled to welcome Cumbrian members into our credit union family. Through the growth in membership over the 12 months and feedback, both in conversation and the survey we can see that we provide a much needed service to the community.

View all the feedback from the survey here

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