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Member Survey Results Summary

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Thank you to all members that participated in the member survey completed in May. The board, management and staff of Select Encompass try very hard to provide our members with the best financial products and service available. To ensure that we are on the right track, the member survey allows members to have their say and we are pleased to report that 2,216 members responded.

The overall results were pleasing with almost nine in ten members satisfied with the way Select Encompass is performing. Although only approximately half of the members surveyed had visited a branch in the past 3 months, 96% were satisfied with their in-branch experience. The reduction in branch activity appears to be attributed to the increased use of our free internet banking facility (91% of respondents use it), as well as the free mobile phone app which allow members to perform banking transactions on the go 24/7. 

Although still relatively new, the Kick Start Saver children’s high interest savings account also proved popular with 27% of respondents already aware of this account, and a further 19% intending to tell their children or grandchildren about it. 

Members were less knowledgeable about Select Encompass’ recent involvement in setting up a charitable foundation called the Australian Mutuals Foundation.  However, 64% of members believe that it is important that Select Encompass supported important charitable causes. 

Although the majority of the results were positive, Select Encompass knows that there is always work to be done. We look forward to continuing to work towards improving the products, services and member experiences across the organisation to maintain a vision of being our members first choice for the provision of financial services.