Member Survey Program

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Listening. Caring. Doing What's Right.

Our motto has always reflected Ascentra's passion to support the communities that we call home, and it coincides with the People Helping People philosophy that the credit union industry is founded upon. Listening is one of the most important things we can do, and our member survey program will help us enrich our commitment to listening to our members.

All members are eligible to receive survey invitations via email that invite you to tell us about your experiences. Survey responses will be used to celebrate and train our staff, evaluate future credit union improvements and guide product and service enhancements.


Things You Need to Know

  • New Member Sent to new members who are approved for membership.
  • New Product Sent to members that open a new loan or deposit account, take out a mortgage, etc.
  • Visit a Branch Sent to members that complete a transaction in one of our physical locations.
  • Contact the Digital Branch Sent to members that complete a transaction via our Digital Branch.
  • Utilize a Remote Service Sent to members that complete a transaction via Digital Banking, including remote deposit capture.
  • Overall Relationship Sent to a random sample of members semi-annually to evaluate their ongoing relationship with the credit union.
  • Members are only eligible to receive one survey every 120 days. We won't be stuffing your inbox!
  • All survey invitations will be sent via email. Please make sure we have your current email address!
  • Not sure if your email invitation is legitimate? Give us a call! We can verify.
  • Your survey responses are not anonymous. We will evaluate all surveys to make sure we're meeting your specific needs.
  • Your information is secure! We take your privacy very seriously. You will not be asked to provide any personal or account information in the surveys.

Check out our FAQs for more information.

 

FAQs

General

  • Why is Ascentra sending surveys?

    A: As part of our core values at Ascentra, we uphold our motto of Listening, Caring, Doing What’s Right. Listening is one of the most important things we can do. Whether it’s listening to our members and providing the financial products and services they need or listening to our community and supporting the critical needs to grow and prosper. We’ve done this and will continue to do so! A member survey program helps us enrich our commitment to listening to our members. 

  • What type of surveys will be sent?

    A: Ascentra will send invitations for 6 different types of surveys. They are described above.

  • How are surveys sent?

    A: Surveys will be sent via email.

  • Are responses anonymous?

    A: No, your responses are evaluated to ensure we are meeting your specific needs.

  • Is member information secure?

    A: Yes, Ascentra takes member privacy very seriously. You will not be asked to provide any personal or account information for the survey.

  • If I meet multiple criteria for a survey, which action will I be surveyed on?

    A: As members conduct business with Ascentra, their interactions can span multiple touchpoints. A prioritization process will be implemented to determine the survey types that members will receive when qualifying for multiple survey types in the same day.

Email Invitations