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HEWFCU
Bulletin Board
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WHAT HEWFCU MEMBERS ARE SAYING ABOUT US
We get a great deal of mail from our valued members. Mostly positive, but occasionally negative.
We appreciate both forms of feedback as we look to replicate the behaviors that lead to the positive
feedback and improve the problematic behaviors stemming from the negative feedback. We are committed to
improving member service and satisfaction and welcome your comments, complaints, compliments, and suggestions.
You will also notice in the coming year that we will ask you a few questions after interactions, loans,
and phone calls. We intend to measure the satisfaction of our members with our staff, services, products and
web site. Please help us by sharing your comments and opinions. But remember - we can only improve what we
can track and measure.
The following are a sample of the recent feedback we have received from our members - good and bad. In either
case, please be assured that we will act on your feedback. Look for many positive products and service improvements
coming to HEWFCU in the following months.
#1 11/29/03
"I have been a member for over 40 years, and will continue until I die. Perhaps no
one has ever mentioned the fact that your chairs are too low for the handicapped to get up,
SW and Forestville offices. Please give some consideration and get higher chairs."
Thank you,
Dorothy Hardy
NOTE: This issue has been addressed by our CEO who plans to purchase additional chairs to
to meet the needs of the handicapped.
#2 11/28/03
"It would be very helpful if I could access my account info (Savings, VISA, etc)
over the web."
Thank you,
Joe
HHS/OS
NOTE: You can now access all account information by using Internet Home Branch located
on our home page. You must first contact Member Services at 202-488-5400 x5 to receive
your USER ID and password.
#3 11/25/03
"Ms. Thompson,
Thank you for all your kind acts and I hope that you have a safe and Happy Holiday.
You need to be employee of the year. Do they have that there at HEW Credit Union?
If so, tell your manager or supervisor to call me."
Ms. Winfield
#4 11/25/03
"This letter is to acknowledge Mr. Sebastian Smith for the outstanding and professional
service I received during the entire application process for a Visa Classic credit
card.
After I received the application from the customer service desk, I had many questions...
I spoke to Mr. Smith and he offered suggestions on which credit card would best fit my
needs...
[I] Received outstanding, precise, and caring service form Mr. Smith."
Ms. Norris Cox
#5 10/29/03
"I am writing this letter on behalf of one of your employees, Ms. Tracey McCullough who has always
been very friendly and helpful whenever I have had occasion to do business at the main branch... The whole
car-purchasing experience was pleasant and effort-free on my part because of Ms. McCullough's efficiency.
I know you realize the importance of having to rely on the competency of your staff. I hope you would agree that
Ms. McCullough not only did her job, but also went above and beyond her regular responsibilities and I hope you would agree
that she should be compensated for her efforts!"
T.L.H.
Temple Hills, MD
#6 From Raddon Survey Conducted Summer of 2003
"It is impossible to get through to Member Services by phone."
Anonymous
NOTE: This is under review and we now regularly monitor wait times.
#7 10/17/03
"Thank you for your prompt and courteous response!"
L.R.H.
Dept. of Education
#8 10/21/03
To Nadia Thompson: "Great customer service...I'm proud to be a member. Thank you very much..."
A.W.
Dept. of Education
#9 From Raddon Survey
"Since retirees can't get into the HHS Bldg to visit the HEW Credit Union, more Family Credit Union offices are needed.
Otherwise, improving your services won't keep retirees."
Anonymous
#10 10/16/03
"Last week my husband and I applied for a car loan with the credit union. Ms. Ann Marie Williams was the loan
representative who assisted us. Ms. Williams' service was prompt, courteous, proactive, and professional. Because
she is knowledgeable and articulate, she instilled confidence and made the information she imparted easy to understand.
We were also impressed with Ms. Williams' follow-through and her willingness to go the extra mile. We very much appreciate
the outstanding service we received during the process of obtaining a car loan."
M.L.P
#11 From Raddon Survey
"Thank you so much for your help and quick response. Make sure you let your managers know how much I appreciate your help!"
C.C.
ARC Corporation
Thank you all for your comments. Send us your comments!
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