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Valuable Learnings from the 2019 Customer Insights Survey

Thanks to all those churches who participated in the first CCFS Customer Insights Survey. Your feedback will become an important reference point as we continue to improve and develop what we do.

 

Overview of Results: 

Customer Service Satisfaction

Product & Service Satisfaction

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The survey was limited to Victorian and Tasmanian affiliates and here is a summary of the key aspects of the survey:

  • 65% of respondents were churches with under 100 regular attendees. 62.5% of respondents had income under $125,000.
  • CCFS was the most common ‘primary’ financial institution amongst respondents (25%) with the CBA in 2nd place (18%).
  • Over half of those churches who had a ‘primary’ relationship with a financial organisation other than CCFS used CCFS as a secondary provider (56%), mainly for specialised products and services.
  • The most popular products and services are the Minister’s Expenses Account followed by the LSL Accumulator and loans.
  • The most popular products with other financial institutions (other than a transactional account) are corporate credit cards and cash management accounts.
  • Those respondents that have their main relationship with another financial institution do so mainly because the branch is convenient (58%) and/or they have “always used them” (54%) (multiple answers were allowed).

We are greatly encouraged by the number of churches that support mission through the utilisation of CCFS products and services and we continue to look for ways to serve churches more effectively.

Likes & Dislikes 

  1. CCFS customer service – the most liked aspect was our great customer service. The team was rated with a score of 9.5 and reflects their genuine commitment to looking after the needs of our customers. Well done team!
  2. Product & services – There was also strong recognition of the products and services offered by CCFS which resulted in an overall Product and Service satisfaction score of 8.5
  3. The missional aims of CCFS – These were also a prominent feature of responses. Respondents appreciated our Not-for-Profit ethos, low fees and the commitment to supporting Churches of Christ churches.

Customer Insights Survey – Main Financial Institution

CCFS Customer Insights Survey – Secondary Financial Institution

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We are also grateful to those churches that gave guidance on how we can improve. Some of the major areas identified included:

  1. CCFS Online – Some found that the use of CCFS online was difficult, particularly in relation to batches. We are currently looking at ways to streamline this further and will hopefully reduce and inconvenience being experienced.
  2. Need for more information – this was requested both for batch payments and on statements. We will continue to work with our service partners to enhance these features
  3. Greater communication: Many said that they wanted to know more about our products and services and what we do.

The accounts and investments in this advertisement are debentures products and not deposit products. Churches of Christ Financial Services is a division of Baptist Financial Services (BFS) ABN 56 002 861 789 AFSL 311062 is a Registered Charity and issuer of the debentures products. BFS (and therefore CCFS) is not prudentially supervised by APRA. Therefore, an investor in our products will not receive the benefit of the financial claims scheme or the depositor protection provisions in the Banking Act 1959. Investments in our products are intended to be a means for investors to support the charitable purposes of CCFS. We are required by law to notify investors that our products are intended only to attract investors whose primary purpose is to support our charitable purposes, are not comparable to investments with banks, finance companies or fund managers, and investors may be unable to get some or all of their money back when they expect or at all. Persons should consider whether or not the debentures are appropriate for them.

Indue Limited ABN 97 087 822 464 (registered office located in Brisbane) is the issuer of the CCFS Minister’s Expense Card Visa Prepaid Card (MEA Visa). AFS Licence No. 320 204. Churches of Christ Financial Services is a division of Baptist Financial Services Australia Limited ABN 56 002 861 789 (AFS Licence No. 311 062) and is an agent of Indue. Please refer to the Financial Services Guides. The Product Disclosure Statements and Target Market Determinations are available for the MEA Visa Prepaid Card and can be obtained on our website at https://www.ccfsaustralia.org.au. You should consider the Product Disclosure Statements and Target Market Determinations in deciding whether or not to acquire this card.

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