Thank you so much to everyone who completed our Annual Member Survey. The annual survey is an important process for us to get feedback directly from our members and help 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.
Member Feedback
Overwhelmingly the responses to the annual survey were incredibly positive. In fact, about a third of the responses to the question “What can the credit union do better?”, were along the lines of “nothing”, “keep doing what you are doing”, “great as is”, or other similar positive responses. However, a primary goal of the annual member survey is to gather feedback from our members on what we can improve upon, so we have compiled the most frequently requested responses to share with you. We are always evaluating our offerings, and highly value suggestions from our membership. Below are the top three areas of feedback and our responses to each one.
1. Convenience / Branch and ATM Locations / Access
Convenience
Many of these responses were unspecified on what type of convenience was lacking. We strive to make banking with AAGCU as convenient as possible through access to the Co-Op Shared Branching network for in-person banking at over 5,000 branch locations, access to the Allpoint and CULIANCE ATM networks for surcharge-free ATM access, as well as robust Online and Mobile Banking, online membership applications and account opening and online loan applications.
Locations
A majority of responses in how AAGCU can improve revolved around increased branch locations and ATM locations. Branch locations are by far the most expensive part of running a credit union. With members throughout the United States, the value that an additional branch location would add we don’t believe would outweigh the cost. We are members of the Co-Op Shared Branching Network, which provides in-person access to over 5,000 branches. We do recognize that unfortunately more and more credit unions are pulling out of this network. We continue to advocate for the importance of this network, but unfortunately have no control over what credit unions participate. We are constantly evaluating how we can continue to provide nation-wide access to AAGCU accounts as this network dwindles.
ATMs
Surcharge-free ATM access was another common request throughout the member survey. We participate in two ATM networks – Allpoint and CULIANCE – to provide our members with access to over 80,000 surcharge-free ATMs. We have chosen to offer access to these networks rather than ATM fee reversals at this time. However, we are frequently evaluating the location of our in-network ATMs and assessing if a fee reversal program replacing the networks would better serve our members. Many fee reversal programs have a monthly reversal cap (often $20/month or less), or they require members submit transactions for reimbursement. We feel that having ATM network access better serves our members’ needs at this time.
2. Transfer Tool / Zelle
The second most common response to how we can improve was requesting a Transfer Tool in Online and Mobile Banking, with many people specifically requesting Zelle. We evaluated Zelle a few years ago and chose not to move forward due to high implementation costs and a significantly larger rate of fraud compared to other transfer tools. At this time, less than 30% of US financial institutions use Zelle, and they changed their model in 2025 and now only allow users to send funds to financial institutions that also participate in Zelle. We felt that this solution still does not satisfy our members’ needs, creates large fraud risk for our members, and at this time is not worth the cost.
Last year we implemented Instant Pay, which is a transfer tool facilitated through the Federal Reserve FedNow (r) Network, making it substantially more secure than tools such as Zelle. We also are implementing RTP later this year, which will further expand the network of participating financial institutions that are eligible for real-time transfers. In addition, we offer internal transfers, allowing you to transfer to other AAGCU members with ease, and BillPay to digitally pay bills and transfer to external accounts that may not participate in FedNow (r) or RTP. Our accounts are also compatible with payment apps such as Venmo, Paypal, and Cashapp, allowing you to make person to person transfers without needing account numbers.
3. App / Technology Improvements
Another fairly common theme was technology, specifically revolving around online and mobile banking. Some responses even requested services that we do offer, such as a mobile app, customizable one-time-passcodes, and account alerts.
Mobile App
We had a couple of responses request that we offer an app – which we do! You can download the Mobile App from the Apple App Store or Google Play Store to access your accounts right from your phone or tablet.
One-time-passcodes
We also had a few members either request “remember me” on trusted devices, or asking us to offer one-time-passcodes within Online and Mobile Banking. We do offer both of these options. In online banking, you can remember a device by selecting “Remember Device/Browser” on the Submit One-Time Passcode screen. Please only “Remember” trusted devices that are not shared. You can then forget a device and return to receiving OTPs by navigating to Personal Information and toggling to “Devices” then find the device you would like to remove and select “Forget Device”.
In mobile banking, to remember a device select “Remember Me” at time of login. To remove a device, navigate to “Contact Information” in the hamburger menu in the top right corner. Then select “Manage devices” and select “Forget” on the desired device.
Account Alerts
The next most common request we received regarding technology that we do offer was account alerts. You can customize alerts to send you emails or SMS alerts for balances (i.e. if balance on an account is less than a specified amount), withdrawals (i.e. withdrawal over a specified amount), periodic balance alerts, debit card transaction alerts, and more. This not only is convenient so you can stay informed about your accounts, but it is great fraud prevention. 
To locate, click the hamburger menu in the top right corner of the app. Scroll down to “Settings” and select “Alert Settings”. There you will find alert options where you can set up your account specific alerts. 
In online banking, find this feature by selecting “More” on the left toolbar, select “Alert Settings”, then toggle to “Account Specific Alerts”.
General Usability
In addition to these specific requests, many comments revolved around general usability improvements, and unspecified website and application improvements. We strive to have very user-friendly technology, and have selected our Online and Mobile Banking vendor in large part because they offer a modern and easy-to-use interface, while allowing us the customization to add tools such as Remote Check Deposit, InstantPay, and more. If you need assistance with navigating Online or Mobile Banking, please contact member services and we can help walk you through it.
Positive Responses
Though much of the intent of the survey is to gather information on how we can improve, it is great to hear the positive feedback from members and recognize what we are doing well.
Almost 95% of respondents said that they would recommend AAGCU to others. This is wonderful, and we are so appreciative of our members that are sharing their positive experiences with others.
About half of the responses to the question “What do you love about AAGCU?” focused on love for AAGCU staff, great customer service experiences, and feeling like a valued member and not just an account number.
The next most common positive responses were highlighting competitive rates, appreciation of the connection to Alaska Air Group, and appreciation for the ease and simplicity of banking with AAGCU.
We are so grateful for our amazing members, and are honored to be able to help you all in your financial journey.
Hear from our CEO, Dan, and Board Chair Mylene as they go over a few of these key points during our Annual Member Meeting on July 21st.
Thank you again to everyone who participated in the annual member survey. We read every single response, and greatly value your feedback.
If you have questions, please contact the credit union at 206.824.9800, or email us at info@aagcu.org.