Continuous Improvement

Our Commitment to Continuous Improvement

At CUA, everything we do is with the well-being of our customers in mind. Our mission is to help everyday people get ahead by delivering a great banking experience.  An important part of our work involves asking for and incorporating customer feedback.  We do this in a variety of ways ranging from regular outreach, surveys and meetings of our Member Advisory Council made up of CUA customers.

Our goal is to ensure the experience we’re providing aligns with our promise to be the better way to bank for those who choose CUA for their financial services needs.  The perspectives offered by our customers inform our approach and inspire our efforts and actions. The input we receive helps us to create, deliver and improve upon the flexible products, personalized service and quick decisions our customers have come to expect from CUA.

At CUA, Every Customer’s Voice Matters

Which is why addressing feedback or concerns is an opportunity to improve.  In order to ensure customers' issues are appropriately addressed, CUA has established the Customer Problem Resolution Process. This Process has the following components to support timely and effective resolution:

1. Customers are encouraged to bring forward concerns or any complaints regarding their experience with CUA.

2. Customers are treated with the utmost of respect throughout the Process. All efforts are taken to ensure communications on the matter are provided in a timely manner, which may vary depending on the complexity of the issue.

3. Customers can choose any distribution channel to initiate a complaint, which includes in-person, the Customer Contact Centre, the Website or through social media platforms. Every concern is taken seriously and addressed using the same process, regardless of how or where the issue is brought to our attention.

4. Wherever possible, customer problems or complaints are resolved at the first point of contact. If a resolution is not possible at that point, the issue is escalated to a more senior member of the CUA team. That individual will ensure a resolution is reached as quickly as possible.

5. A written response is provided to the customer as to the outcome of CUA's review of the matter. 

6. If the matter remains unresolved to the satisfaction of the customer, the Credit Union Ombudsman contact information is provided to the customer, and the customer is encouraged to access this service if they wish further escalation. 

Feedback is reviewed regularly with leaders across the organization to ensure opportunities for continuous improvement are identified and actioned.

Have Feedback to Help us Improve?

The entire CUA team is committed to providing you an exceptional banking experience.  If you have a story, suggestion or concern, please complete the short survey below.  It can be done anonymously, or you can provide your contact information if you would like a response.  If you would prefer to share your feedback via phone or email, please give a member of the CUA team a call at 902.492.6500 or send a note to info@cua.com.