Members’ Survey Results
Posted on Mar 23, 2021Thank you to everyone who took time to complete our Members’ Survey. We had a great response, with 4000 members taking part, that’s more than double the number last year!
Congratulations to Kanika Sharma from Wolverhampton, the lucky winner of our Members Survey Prize Draw – enjoy your One4All gift card!
How did you rate the quality of our services?
- 97.9% of members were either very satisfied or satisfied with our overall service
- 95% of members were either very satisfied or satisfied with our service by email
- 94% of members were either very satisfied or satisfied with our service by SMS text message
- 96.7% of members were either very satisfied or satisfied with our service by telephone
- 87% of members were either very satisfied or satisfied with our service by Nivo, our secure instant messaging App
Customer Service
- 97.3% of members find the Penny Post team Extremely or Very Helpful
- 96.9% of members find the team Extremely or Very Responsive to questions
Net Promotor Score
Net Promotor Score (NPS) is a recognised customer loyalty and satisfaction measurement taken from asking customers how likely they are to recommend products and services to others. Scores can be used to benchmark against other organisations in our sector.
We’re delighted to have received a NPS of 84 from our members, which is in the top 25% of all organisations in the ‘Finance’ benchmark. We are very humbled and pleased to have received such an excellent rating from our members.
Loan Applications
99.8% of members would recommend a Penny Post loan to a friend or colleague
97.8% of members find our online loan application process Easy or Somewhat Easy
98.7% of members find signing their loan agreement Easy or Somewhat Easy
Online Services
98% of members using Online Banking find it Very or Mostly User Friendly
98.4% of members using the Penny Post App find it Very or Mostly User Friendly
Member communications
We asked members how they would like to be kept informed about new products or services. The most popular selections were our monthly Members’ Update Email (63%), followed by the Penny Post website and SMS Text Messages.
We were also very pleased with the ratings members gave to the Penny Post website, monthly Members Update email and our Facebook page.
Your suggestions & comments
Thank you for all your feedback. We’re reviewing all your suggestions and comments to see how we can further improve our service to members going forward, and plan to introduce some exciting new products & services in 2021.
Your views matter, and we’re always listening!
Other members suggested services we already offer including –
Online Loan Applications
lYou can now apply for Penny Post loans online. It’s so easy, and only takes a few minutes – really! Login to Online Banking to apply.
No Savings? No problem!
You don’t have to have savings with Penny Post to apply for a loan. Borrow up to £8,000 with a Silver loan, & repay straight from your pay.
Christmas Saver Account
Open a Christmas Account & save a few ££s for Christmas each pay day. AND this account pays an EXTRA 1% dividend each year.
Penny Post Mobile App
Check your balances, request withdrawals & view transaction history from your mobile anytime with the Penny Post App.
Young Saver Account
Members can now open a Young Saver Account for children OR grandchildren from birth to under 16 years.
Change Payroll Deduction
Members can change their Payroll Deduction online at any time. Check out our guide on How to Change Payroll Deduction in 4 steps.
And finally ..
Thank you again to everyone who took time to complete our Members Survey. Member feedback is important and helps us improve our services.