Member Survey

Your thoughts, opinions and ideas are important to us. That’s why in 2020 we invited a cross-section of members from across all demographics and branches to participate in our annual member survey. Your feedback helps enhance your Kootenay Savings experience – thank you for participating!

We invite you to take part in future surveys for a chance to win cash! Make sure we have your email address on file. Click here to add or update it now.

We’re Listening to You.

We received an overall satisfaction rating of 75% – a full 5% higher than the industry average! We also received top marks in areas like supporting the community, looking out for your best interests, and informing you of your self-serve banking options. Channel use is high across the board indicating members are taking advantage of both self-serve and full-serve options.

You also let us know that during the COVID-19 pandemic we did a good job in meeting your needs, with 84% of respondents selecting something positive about their experience banking with us during that time.

We’re glad to hear that. We’ve got your back and we’re here to help!

You also let us know what we can work on, your feedback centered on three main themes: Make it Easy, Make it Matter and Make it Right.

Make it Easy

You let us know it’s easier to bank when you know all your options. We provide full-service in-branch and over the phone service as well as self-serve options like ATMs, online or mobile banking that are available whenever you are. We’ll do our best to inform you of all your banking options to make sure you get the best of both traditional and digital banking service.

Make it Matter

Providing professional, trusted advice is the foundation of improving your financial life. At Kootenay Savings we’ll continue to improve our knowledge of products, services and ways to bank to ensure we offer tailored solutions to meet your individual needs. We appreciate your business and know when you succeed, we all succeed.

Make it Right

We continually strive to deliver problem-free service and members let us know we’re doing good work in this area. We’re building stronger systems and processes and improving knowledge and accountability to help reduce the frequency of errors. From time to time errors do occur - our goal is to consistently follow up with you quickly and follow through on our commitments to you so you can rest assured we’re on it.

Here's what we've been working on.

Make it Easy

  • We created a 'ways to bank resource for easy reference for understanding which channels support what transactions.
  • We launched our Virtual Advisor that can answer over 500 different questions - just click on the Chat icon in the bottom right corner of our website
  • We’re developing an online video series on how to conduct a variety of online banking transactions anytime, anywhere. Check out our first video on how to send an Interac e-Transfer here.
  • We launched a suite of new Small Business Online Banking resources. Check them out here.
  • Coming soon…We’re launching a new tool to reset your own online banking password if you happen to forget it.

Make it Matter

  • We’re building a brand-new website designed to provide you the same trusted advice you find in-branch but at your fingertips 24/7.
  • We’re undertaking training and education to increase our product and service knowledge to ensure we offer solutions that meet your individual needs.
  • We’re streamlining processes so you can spend less time transacting and more time gaining the knowledge and insights you need to improve your financial life.

Make it Right

  • Last year we made great strides in reducing errors and issues and we’ll continue to prioritize this going forward.
  • We’re also working to identify common errors and issues encountered so we can close knowledge gaps.
  • When problems do occur, we’re following established processes to take ownership of the issue, keep you informed on progress, and see it through to a satisfactory resolution.