2024 Annual Survey Results

Sep 2024 | Credit Union News

I want to thank every single member who completed this year’s annual member survey. Your responses are so important to us to ensure we are doing everything we can to provide the best possible member service.  We wanted to share the results of the survey, and some steps we are taking to respond to the feedback provided by our members.

Credit Union Love

Much of the feedback from the member survey was positive. Over 96% of respondents indicated that they would recommend AAGCU to others. We are so grateful for the support of our membership, and do not take this for granted. We will continue to work to earn your trust and support.

We asked our members “What do you love about your credit union?”, and much of the responses revolved around the staff and customer service, convenience and ease of banking, competitive rates, and a connection to Alaska Air Group. See these responses compiled in the word cloud below.

Member Feedback

We would like to share a few of the main points of feedback we received of how we can improve, and our responses including steps we are taking to improve on these aspects.

What products or services would you like us to offer that we currently do not? 

The top responses to this question were:

  1. Transfer Tool
  2. Tap-to-pay
  3. Credit Cards

Please read our responses below.

Transfer Tool
CU Response: We are thrilled to announce that we recently launched Instant Pay in Online and Mobile Banking! This is a simple and quick way to transfer funds between your AAGCU and external accounts. It is supported by the FedNow ® Service, making it is more secure than other person-to-person transfer tools.
Please note, only financial institutions that participate in the FedNow ® Service will be eligible for Instant Pay transactions. View the list of participating institutions here: FedNow Service Participants and Service Providers (frbservices.org)
Learn more about InstantPay: Instant Pay – Alaska Air Group Credit Union (aagcu.org)

Tap-to-pay
CU Response: Due to a large amount of our members requesting tap-to-pay on AAGCU debit cards, we are excited to share that we have been hard at work on this project, and tap-to-pay debit cards are coming SOON! In the coming months, expiring debit cards will automatically be renewed with tap enabled cards. More information to come! 

Credit Cards
CU Response: Alaska Air Group Credit Union does not offer a credit card because of the competitive and well-loved Alaska Airlines mileage plan 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.

What can the credit union do better?

The top responses on what we can do better focused on more Branch Locations, ease of use in Online and Mobile Banking, Rates, and ATMs access. Please see our responses below.

More Branch Locations
CU Response: The credit union currently does not have any plans to add a third AAGCU branch, however we consistently monitor our membership concentration and survey traffic at our current branches to evaluate if additional locations can provide benefit to our membership.

Alaska Air Group Credit Union is a member of the CO-OP Shared Branch network to provide our members access to over 5,000 branches nation-wide. This is a convenient way to access your accounts in-person without having to travel to an AAGCU branch. Please note that it is unfortunately out of our control if other credit unions exit the network. We continue to advocate for the value of this network, and hope this continues to be a solution for our entire membership. Find a CO-OP Shared Branching location here: Locator (co-opcreditunions.org)

We do apologize for the difficulties accessing our new SEA branch. We understand that the approach hill is steep, we encourage all members to be safe, and please give us a call if you need directions.

Online and Mobile Banking
CU Response: We strive to provide our members a high quality, easy to use Online and Mobile Banking platform. We offer a variety of tools within these platforms including mobile check deposit, Bill Pay, Instant Pay, e-statements, and more, to allow for a more convenient banking experience. Learn more about these tools here: 9 Things Online Banking Can Do For You – Alaska Air Group Credit Union (aagcu.org)

We understand that updates and changes can sometimes come with a learning curve and lead to frustration. We do apologize for any difficulties that were caused with the updates to Online and Mobile banking back in October of 2022. Though we try to inform and educate our members to the best of our ability of these updates, we know that any change can be difficult. If you have any questions or need any assistance in accessing Online or Mobile Banking, please contact us and we will be happy to assist. 

ATM Access
CU Response: 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 locator. CULIANCE locator.

Though we currently do not have any specific plans to expand our ATM access, we are evaluating potential benefits to members such as additional ATM networks and fee reversal. Your feedback regarding ATM access is incredibly important in our decision-making process as we look into these options.

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
Member Experience Manager
Alaska Air Group Credit Union

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We have received notice of a few members receiving fraudulent calls, spoofing the AAGCU phone number. If you receive a call that seems suspicious, please hang up immediately and call us back directly at 206.824.9800.

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