At SCCU, our annual Customer Satisfaction Survey is more than listening – it’s the foundation of how we grow as a purpose-led organisation. Every year we invite our customers to share their banking experience with us to help us build on our strategic direction while improving on our services. The 2025 results are in, and they tell a story of progress, alignment, and confidence in our direction.
This year, 87% of customers told us they are satisfied with SCCU – the highest level we’ve recorded in recent years. Even more encouraging is the rise in customers who describe themselves as extremely satisfied at 65%.
For us, these numbers aren’t just statistics, they’re reflections of trust you place in us. They confirm that the investments we’re making in service, technology, and community partnerships are delivering real value.
The survey highlighted the three factors that matter most when choosing a bank:
- Ease of banking
- Face-to-face communication and availability
- Personalised customer experience
It’s reassuring to see that these align closely with our strengths. When asked specific about what the most important factors to recommend SCCU, the top drivers were ‘Customer Service’ with 71% of you rating it as excellent, ‘Easy to bank with’, ‘Over the phone support’ and ‘Value for Money’.
These results reinforce that our customer-centric approach continues to set us apart. Beyond these pillars, we’ve also seen a rise in satisfaction across online experience, communications and product offerings. All confirming that our approach is on track, with these priorities driving the changes and improvements we’re focused on today.
One of the most powerful insights from this year’s results is how closely customer feedback aligns with what our employees are telling us.
Our latest Employee Satisfaction Survey registered a first-ever 100% score on employee satisfaction. The majority of our team feeling aligned to our customer-centric approach, confident in our vision, and connected to our purpose.
This alignment is no coincidence. By creating an environment where our employees feel valued and supported, we empower them to deliver the kind of experience that keeps customer satisfaction at record highs.
Our recognition as an Employer of Choice at both the Ballina Shire and Tweed Business Awards this year, reflects this same impact, along with wins on the ‘Customer Service’, ‘Professional & Business Services’ and ‘Large Business’ categories. When purpose and people align internally, it amplifies the quality of our banking customer experience we provide externally.
The most important part of any survey is what we do with the feedback. Every year your results shape change:
- We’re enhancing our digital services to create a smoother online experience – including update to our NetBanking and App planned for the year ahead.
- We reduced our fee structure on our Easy Access transaction account, Business Plus transaction account and Star Saver savings accounts to make these more affordable and accessible for customers.
- We’re using your insights to close some of our communication gaps to offer an even more personalised and improve our customer experience.
And because participation matters, for every survey completed we contributed $1 to the Quiet Courage Foundation (QCF). This year’s donation will allow QCF to support 14 patients going through radiation at Tweed Valley Hospital this September, with specialised care boxes. The Co-Founders Mel and Nicky shared;
“We’re so grateful for your continued support of our charity. It’s organisations like SCCU that make it possible for us to keep caring for cancer patients right here in the Tweed Valley.”
The results from both our customers and employees tell us we’re on the right track – aligned in purpose, committed to service, and confident in our vision.
What our 2025 Customer Survey reveals is clear: SCCU’s strength lies in creating a banking customer experience that balances care, value, and community.
To our customers, thank you for trusting us with your feedback and your banking – together, we’ll keep building towards a better future.
Disclaimer: Southern Cross Credit Union Ltd 82 087 650 682 AFSL 241000 Australian Credit Licence 241000. Any advice is general advice only and does not take into account your objectives, financial position or needs (your ‘circumstances’).
