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Annual Member Survey Results

Mar 2022 | Credit Union News, Featured

I want to thank the almost 900 members who completed this year’s annual member survey. Your feedback is so important to us, and we wanted to share the results of the survey, and some steps we are taking to help provide the best possible service to our members.


Credit Union Love

Much of the feedback from the member survey was positive. With many members expressing satisfaction around customer service, convenience, competitive rates, and a connection to Alaska Air Group. We were very proud to receive member comments that connect with our core values at AAGCU – including first-class customer service and providing a personalized experience to our members.
The weighted word cloud below reflects the responses to the question “What do you love about your credit union?” in the 2022 survey.

What the Credit Union Can Do Better

The top responses on what where we can improve focused on Locations, ATMs, Credit Cards, Mobile App Issues, Mobile Deposit, and External Transfers. Please see our responses below.

More Branch Locations

CU Response: Though the credit union does not have any current plans to add a third AAGCU branch, this is not out of the question for future expansions. We are constantly surveying the traffic at our current branches and considering how our physical branches can provide the most benefit to our membership.
We continue our membership with the CO-OP Shared Branch network to provide our members access to over 5,000 branches nation-wide. We know that our members live and work across the country and hope this continues to be a solution for our entire membership.

ATM Access

CU Response: We currently have one AAGCU ATM in the SeaTac Airport hanger. Though we currently do not have any plans to add additional ATMs, much like physical branches, we continually survey traffic and consider how additional ATMs can provide a better experience for members.
We are a part of the surcharge-free Allpoint and CULIANCE ATM networks. Together, these offer our members access to over 55,000 ATMs world-wide. Offering convenient account access to our members is very important to us. Please refer to these ATM locators to find convenient access near you. Allpoint locatorCULIANCE locator.

Credit Cards

CU Response: We do not offer a credit card because Alaska Air Group has a competitive and well-loved credit card through Bank of America. Being a trusted partner of Alaska Air Group employees, retirees, and families is one of our core values here at the credit union, and we feel that offering a credit card in competition to the existing Alaska Airlines Visa Credit Card would contradict this value.

Mobile App Issues

CU Response: We are currently working with our Mobile App provider on updating the version of our mobile banking application. As of now we do not have an estimated timeline for this update. In the meantime, to ensure the best mobile experience, please make sure your mobile device and app are up to date with all available updates.

Mobile Deposit

CU Response: We do offer this! In early 2020, we introduced a new mobile app that offers exciting features including the ability to snap a photo of a check with your smart phone and deposit it into your credit union account conveniently. Please review our step-by-step guide here: Mobile Deposit How-To – Alaska Air Group Credit Union (aagcu.org)

External Transfers

CU Response: Providing a real time payment solution for person-to-person transfers has been a huge priority of the credit union and we are actively looking at solutions such as Zelle and others. While we don’t have a timeline of when we will have a solution in place, we are working diligently to meet our members needs in this capacity.
However, you can make external payments to individuals through Bill Pay in Online Banking, and you can easily transfer money between other AAGCU accounts through Transfers in Online Banking.

Your feedback is critical in guiding us to provide the highest quality of service and products to our membership today and in the future. Thank you again for your participation. We are committed to turning our member survey results into action.

Thank you for your continued membership with Alaska Air Group Credit Union. Let’s keep flying, and saving together!

Regards,

Mikah Loomis
Marketing Specialist
Alaska Air Group Credit Union

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Alaska Air Group Credit Union
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(206) 824-9800
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(907) 563-5335