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Change is in the Air
It is wonderful to feel the warmer weather and the sunshine as we move into the summer season. This is always a great time to enjoy family and friends, and to recharge before a typically busy fall.
At CUA, we have a different summer season this year with the implementation of a new online and mobile banking system. Our team has been hard at work to transition to this system, which will take place the weekend of August 16 – 18, 2024. We are excited about this change, because it will provide a significant improvement in your online and mobile banking experience. You can read more about the many benefits on our website.
A question I expect to receive from some of our members is “why change?”, and it is one of the easiest to answer because it’s based on our member-centric philosophy. Like every decision we make, this one is also driven by you, our members.
Over the last several years, there have been issues raised by our members about our existing online and mobile banking system. Many have told us that it’s outdated and isn’t meeting their banking needs. In the 2023 Annual Member Survey, respondents rated this service a 6.8 out of 10. This rating doesn’t meet CUA’s or our members’ expectations of a great banking experience. Online banking and the mobile app have consistently received the lowest overall satisfaction rating of our service delivery channels. In addition, individuals and companies who have considered moving their banking to CUA have said that a major barrier to doing this is our current online and mobile banking system.
These are compelling reasons for change, and we have listened. We know that change is not always easy, and that’s why we will be here to support you during this change. Our commitment to you is that we will be providing timely and user-friendly information to make this transition as seamless as possible for you.
Stay tuned for upcoming updates and information on our social media channels, website, and in our monthly e-Newsletters. Thank you as always for your continued loyalty and patience as we navigate this exciting transition together.
As always, if you have any questions, please contact me at any time or connect with our Customer Contact Centre at 902.492.6500. Have a wonderful June!
Your CEO,
Marie Mullally
President & CEO