Member Survey

In 2019 we invited a cross-section of members from across all demographics and branches to participate in a 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.

Here’s what we heard.

We received an overall satisfaction rating of 73% – higher than the industry average! We also received top marks in areas like: supporting the community, looking out for your best interests, and being flexible and accommodating. Channel use is high across the board and in-branch service is strong - exceeding the benchmark on all measures!

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

Members also let us know we could improve our digital channels, make it easier to bank with us and provide more education and advice.

Our mission is to improve each member’s financial life, and you’ve let us know how we can do this even better.

Here's what we've been working on.

Improve Digital Channels

  • We launched our online chat tool, Kootenay Savings Virtual Advisor, so you can receive quick answers to common questions 24/7!
  • We upgraded the Mobile App to improve performance and make it even easier for you to deposit cheques with Deposit Anywhere.
  • We implemented new Interac® e-Transfer Request Money and AutoDeposit tools. Now it’s even easier to collect money, and more secure and convenient for you to receive it!
  • We enhanced online banking security measures to reduce how often you are presented with images to select when logging into online banking.
  • In September 2020 we started building a brand new website! Our new website will be easy to navigate, contain updated content and have a new look and feel. We anticipate we’ll be ready to share this site with you in the Spring of 2021!

Make it easier to bank with us

  • We introduced phone appointments with Branch Advisors. Phone appointments are convenient and save you time while keeping us connected.
  • We expanded the size of our Member Service Contact Centre so we could answer your calls more quickly and assist more members. We can assist with a variety of deposit, investment and lending services right over the phone! 
  • We enhanced processes to provide you with convenience and save you time like:
    • Made it easier to convert youth trust accounts to give children signing authority on the account
    • Increased send and receive limits on e-Transfers
    • Introduced a simplified application process for businesses to obtain lines of credit under $25,000
    • Made fewer documents required annually from business members who have lending with us.
  • A new simplified process to change signers on unincorporated association accounts.

Provide more education and advice

  • Since the spring, we’ve prioritized efforts to connect with members by phone, email and in-person to ensure your needs are taken care of and you have the products, services and knowledge to bank safely and easily.
  • We created educational handouts on a variety of digital banking options to help you take full advantage of tools like online banking and our mobile app.
  • We're creating a ‘ways to bank’ resource for easy reference for understanding which channels support what transactions.
  • We’ll introduce a new online video series how to conduct a variety of online banking transactions anytime, anywhere.
  • New Small Business Online Banking resources.