CU*SOUTH announced the results of its fourth quarter client satisfaction survey. “Over our 10-week survey period from October 20 through December 31, we received 277 survey responses,” reported Derrick Smith, CU*SOUTH Chief Operating Officer. “Each survey tracked the quality of an individual interaction between a credit union client and our client service team. Our survey asked a straightforward question – ‘Were you happy with the support you received from CU*SOUTH?’”

“I’m very pleased to report that 98.9% of the responses indicated that our clients were happy with our support.”

“We took a lesson from Tony Hsieh’s ‘Delivering Happiness,’” said CU*SOUTH CEO Leo Vaulin. “Our client service specialists have a deep investment in our client relationships. We have a ratio of one client service specialist for every 100 credit union employees we serve. That’s a standard that few core providers can come close to, and it means that our specialists have the freedom to focus on every client’s issue. There’s no time pressure or calls-per-hour metric in play—only the overarching goal of making certain that every client is happy with the outcome.”

“Our clients love the personal service—just think about what it’s like when you are one of only 100 clients served by your support specialist. That specialist knows about you, and about your credit union, so you can have a very productive conversation right from the start. We stay with you until you have the help you’re looking for.”

“Happy people have a purpose in their lives,” continued Smith. “CU*SOUTH’s purpose is close alignment with the credit unions we serve, and credit union people are blessed with this shared purpose, so it’s natural for our specialists to feel good about the support they provide and for our clients to be happy with the shared result.”

“We’re continuing to keep it fun,” concluded Vaulin. “Every week, we have a contest where both our clients and our client service specialists win prizes. We actually structured the contest to encourage more of our clients to call us for support. We figure the sooner our core users call, the faster we can help them achieve their objective. It’s definitely different from the traditional client service department where every call is perceived as a problem—we look forward to interacting with our credit unions as much as we can!”