TDECU announces member survey results
March 17, 2012 at 9 p.m.
Updated March 16, 2012 at 10:17 p.m.
Texas Dow Employees Credit Union earned an overall satisfaction rating of 96 percent from its member owners, according to results of a study released by Baselice and Associates, Inc. for TDECU.
Forty-four percent of TDECU members report having "extreme satisfaction." This is the industry's highest gauge of member loyalty.
The results of the study found 94 percent of members are likely to recommend TDECU to friends and family members. The results also found TDECU members were most highly satisfied with "friendliness and courtesy" during their experiences visiting a branch lobby, utilizing drive-thru services or communicating with call-center representatives.
The highest two satisfaction scores of members' most recent lobby visits were employee "accuracy" and "efficiency."
TDECU leadership attributes the high scores to the institution's Reliable, Efficient, Accommodating and Loyal standards, which are behaviors adopted and implemented to create a superior service culture throughout the credit union.
"We believe these results reflect TDECU's passion for providing our member-owners first-class customer service," said Stephanie Sherrodd, executive vice president and chief operating officers of TDECU. "We're able to offer this kind of first-rate service by consistently applying our real standards, the driving force behind our day-to-day interactions with members."