Leyden Credit Union Member Survey

Leyden Credit Union (LCU) asks your help in completing a brief survey about your satisfaction with credit union services, benefits and staff. ALL responses are strictly confidential. An independent firm will receive, tabulate and report the results to LCU management. YOUR participation is important -- your responses will help us help YOU more effectively.

As thanks for your participation, all individuals who complete this confidential survey AND include their e-mail address will automatically be entered in a random drawing to win 1 of 3 Kindle Fires.

INSTRUCTIONS:
1. Please read each question carefully; please be candid.
2. All responses in this survey will be kept confidential. We are interested only in the overall findings from all responses.
3. Please -- only ONE survey submission per member.

1. Years of Membership

Years of Membership Less than 2 years

2 - 10 years

10 - 20 years

21 years or more

2. Age

Age 18 - 21

22 - 25

26 - 29

30 - 39

40 - 49

50 - 59

60 - 69

70 - plus

3. Gender

Gender Female

Male

4. Household Income

Household Income Less than $25,000

$25 - 34,999

$35 - 49,999

$50 - 59,999

$60 - 74,999

$75 - 89,999

90 - 99,999

$100,000 - plus

5. Personal Residence

Personal Residence Own Home

Rent

Other

6. # of Persons in Home

# of Persons in Home 1

7. E-Mail Address
We ask you to voluntarily provide us your e-mail address for two very good reasons: 1) it will help us keep you informed of special programs, loan offers and credit union news and announcements in a timely manner, and 2) your e-mail address AUTOMATICALLY enters you into a FREE random drawing for 1 of 3 Kindle Fires.

Your e-mail is strictly for internal credit union purposes. It will NOT be shared, sold or otherwise made available to anyone else or any other organization.

E-Mail Address We ask you to voluntarily provide us your e-mail address for two very good reasons: 1) it will help us keep you informed of special programs, loan offers and credit union news and announcements in a timely manner, and 2) your e-mail address AUTOMATICALLY enters you into a FREE random drawing for 1 of 3 Kindle Fires. Your e-mail is strictly for internal credit union purposes. It will NOT be shared, sold or otherwise made available to anyone else or any other organization.

8. Overall Satisfaction with Leyden Credit Union

Overall Satisfaction with Leyden Credit Union Very Satisfied

Somewhat Satisfied

Somewhat Dissatisfied

Very Dissatisfied

9. Evaluation of Leyden Credit Union compared to other institutions

	Much Better	Better	Same	Worse	Much Worse	N / A
Variety of Services	*Evaluation of Leyden Credit Union compared to other institutions Variety of Services Much Better	Variety of Services Better	Variety of Services Same	Variety of Services Worse	Variety of Services Much Worse	Variety of Services N / A
Loan Rates	Loan Rates Much Better	Loan Rates Better	Loan Rates Same	Loan Rates Worse	Loan Rates Much Worse	Loan Rates N / A
Service Charges / Fees	Service Charges / Fees Much Better	Service Charges / Fees Better	Service Charges / Fees Same	Service Charges / Fees Worse	Service Charges / Fees Much Worse	Service Charges / Fees N / A
Savings Rates	Savings Rates Much Better	Savings Rates Better	Savings Rates Same	Savings Rates Worse	Savings Rates Much Worse	Savings Rates N / A
Location	Location Much Better	Location Better	Location Same	Location Worse	Location Much Worse	Location N / A
Hours	Hours Much Better	Hours Better	Hours Same	Hours Worse	Hours Much Worse	Hours N / A

10. Evaluation of LCU Staff compared to other institutions

	Much Better	Better	Same	Worse	Much Worse	N / A
Overall Member Service	*Evaluation of LCU Staff compared to other institutions Overall Member Service Much Better	Overall Member Service Better	Overall Member Service Same	Overall Member Service Worse	Overall Member Service Much Worse	Overall Member Service N / A
Courtesy / Friendliness	Courtesy / Friendliness Much Better	Courtesy / Friendliness Better	Courtesy / Friendliness Same	Courtesy / Friendliness Worse	Courtesy / Friendliness Much Worse	Courtesy / Friendliness N / A
Speed of Service	Speed of Service Much Better	Speed of Service Better	Speed of Service Same	Speed of Service Worse	Speed of Service Much Worse	Speed of Service N / A
Accuracy	Accuracy Much Better	Accuracy Better	Accuracy Same	Accuracy Worse	Accuracy Much Worse	Accuracy N / A
Responsiveness to Questions	Responsiveness to Questions Much Better	Responsiveness to Questions Better	Responsiveness to Questions Same	Responsiveness to Questions Worse	Responsiveness to Questions Much Worse	Responsiveness to Questions N / A
Knowledge of Services	Knowledge of Services Much Better	Knowledge of Services Better	Knowledge of Services Same	Knowledge of Services Worse	Knowledge of Services Much Worse	Knowledge of Services N / A

11. Your AWARENESS of LCU Savings Services

	Very Aware	Somewhat	None
Regular Savings	*Your AWARENESS of LCU Savings Services Regular Savings Very Aware	Regular Savings Somewhat	Regular Savings None
Checking Account	Checking Account Very Aware	Checking Account Somewhat	Checking Account None
Debit Card / Check Card	Debit Card / Check Card Very Aware	Debit Card / Check Card Somewhat	Debit Card / Check Card None
Leyden Online	Leyden Online Very Aware	Leyden Online Somewhat	Leyden Online None
Direct Deposit	Direct Deposit Very Aware	Direct Deposit Somewhat	Direct Deposit None
Share Certificate	Share Certificate Very Aware	Share Certificate Somewhat	Share Certificate None
E-Statements	E-Statements Very Aware	E-Statements Somewhat	E-Statements None
Holiday Savings Accounts	Holiday Savings Accounts Very Aware	Holiday Savings Accounts Somewhat	Holiday Savings Accounts None
Money Market	Money Market Very Aware	Money Market Somewhat	Money Market None
IRA	IRA Very Aware	IRA Somewhat	IRA None
Phone Access / LAURA	Phone Access / LAURA Very Aware	Phone Access / LAURA Somewhat	Phone Access / LAURA None

12. Your USE of LCU Savings Services

	Very Much	Somewhat	None
Regular Savings	*Your USE of LCU Savings Services Regular Savings Very Much	Regular Savings Somewhat	Regular Savings None
Checking Account	Checking Account Very Much	Checking Account Somewhat	Checking Account None
Debit Card / Check Card	Debit Card / Check Card Very Much	Debit Card / Check Card Somewhat	Debit Card / Check Card None
Leyden Online	Leyden Online Very Much	Leyden Online Somewhat	Leyden Online None
Direct Deposit	Direct Deposit Very Much	Direct Deposit Somewhat	Direct Deposit None
Share Certificate	Share Certificate Very Much	Share Certificate Somewhat	Share Certificate None
E-Statements	E-Statements Very Much	E-Statements Somewhat	E-Statements None
Holiday Savings Accounts	Holiday Savings Accounts Very Much	Holiday Savings Accounts Somewhat	Holiday Savings Accounts None
Money Market	Money Market Very Much	Money Market Somewhat	Money Market None
IRA	IRA Very Much	IRA Somewhat	IRA None
Phone Access / LAURA	Phone Access / LAURA Very Much	Phone Access / LAURA Somewhat	Phone Access / LAURA None

13. Use of Savings Services ELSEWHERE

	Very Much	Somewhat	None
Regular Savings	*Use of Savings Services ELSEWHERE Regular Savings Very Much	Regular Savings Somewhat	Regular Savings None
Checking Account	Checking Account Very Much	Checking Account Somewhat	Checking Account None
Debit Card / Check Card	Debit Card / Check Card Very Much	Debit Card / Check Card Somewhat	Debit Card / Check Card None
Direct Deposit	Direct Deposit Very Much	Direct Deposit Somewhat	Direct Deposit None
Online Account Access	Online Account Access Very Much	Online Account Access Somewhat	Online Account Access None
Certificate	Certificate Very Much	Certificate Somewhat	Certificate None
E-Statements	E-Statements Very Much	E-Statements Somewhat	E-Statements None
Holiday Savings Accounts	Holiday Savings Accounts Very Much	Holiday Savings Accounts Somewhat	Holiday Savings Accounts None
Money Market	Money Market Very Much	Money Market Somewhat	Money Market None
IRA	IRA Very Much	IRA Somewhat	IRA None

14. Your AWARENESS of LCU Loan Services

	Very Much	Somewhat	None
Visa Card	*Your AWARENESS of LCU Loan Services Visa Card Very Much	Visa Card Somewhat	Visa Card None
Auto Loan	Auto Loan Very Much	Auto Loan Somewhat	Auto Loan None
Motorcycle / Boat / RV	Motorcycle / Boat / RV Very Much	Motorcycle / Boat / RV Somewhat	Motorcycle / Boat / RV None
Personal Loan	Personal Loan Very Much	Personal Loan Somewhat	Personal Loan None
Home Equity Loan	Home Equity Loan Very Much	Home Equity Loan Somewhat	Home Equity Loan None

15. Your USE of LCU Loan Services

	Very Much	Somewhat	None
Visa Card	*Your USE of LCU Loan Services Visa Card Very Much	Visa Card Somewhat	Visa Card None
Auto Loan	Auto Loan Very Much	Auto Loan Somewhat	Auto Loan None
Motorcycle / Boat / RV	Motorcycle / Boat / RV Very Much	Motorcycle / Boat / RV Somewhat	Motorcycle / Boat / RV None
Personal Loan	Personal Loan Very Much	Personal Loan Somewhat	Personal Loan None
Home Equity Loan	Home Equity Loan Very Much	Home Equity Loan Somewhat	Home Equity Loan None

16. Your use of loan services ELSEWHERE

	Very Much	Somewhat	None
Visa Card	*Your use of loan services ELSEWHERE Visa Card Very Much	Visa Card Somewhat	Visa Card None
Auto Loan	Auto Loan Very Much	Auto Loan Somewhat	Auto Loan None
Motorcycle / Boat / RV	Motorcycle / Boat / RV Very Much	Motorcycle / Boat / RV Somewhat	Motorcycle / Boat / RV None
Personal Loan	Personal Loan Very Much	Personal Loan Somewhat	Personal Loan None
Home Equity Loan	Home Equity Loan Very Much	Home Equity Loan Somewhat	Home Equity Loan None

17. Reasons for borrowing elsewhere -- Please check all that apply

Reasons for borrowing elsewhere -- Please check all that apply Before joined LCU

Location

Didn't think of LCU

Less strict

Faster decision

Charged less interest

Dealer rates & convenience

Turned down at LCU

Loan type not available

Other

18. Evaluation of LCU Loan Services compared to other institutions

	Much Better	Better	Same	Worse	Much Worse	N / A
Ease of Applying	*Evaluation of LCU Loan Services compared to other institutions Ease of Applying Much Better	Ease of Applying Better	Ease of Applying Same	Ease of Applying Worse	Ease of Applying Much Worse	Ease of Applying N / A
Loan Decision Time	Loan Decision Time Much Better	Loan Decision Time Better	Loan Decision Time Same	Loan Decision Time Worse	Loan Decision Time Much Worse	Loan Decision Time N / A
Professionalism	Professionalism Much Better	Professionalism Better	Professionalism Same	Professionalism Worse	Professionalism Much Worse	Professionalism N / A
Explaining Policies, etc.	Explaining Policies, etc. Much Better	Explaining Policies, etc. Better	Explaining Policies, etc. Same	Explaining Policies, etc. Worse	Explaining Policies, etc. Much Worse	Explaining Policies, etc. N / A
Loan Rates	Loan Rates Much Better	Loan Rates Better	Loan Rates Same	Loan Rates Worse	Loan Rates Much Worse	Loan Rates N / A

19. How aware are you that an LCU 'Life-Long Lender' Personal Loan can be used for many different purposes, including:

	Very Much	Somewhat	None
Wedding	*How aware are you that an LCU 'Life-Long Lender' Personal Loan can be used for many different purposes, including: Wedding Very Much	Wedding Somewhat	Wedding None
Braces / Dental	Braces / Dental Very Much	Braces / Dental Somewhat	Braces / Dental None
Auto Repair	Auto Repair Very Much	Auto Repair Somewhat	Auto Repair None
Home Appliances	Home Appliances Very Much	Home Appliances Somewhat	Home Appliances None
School Expenses	School Expenses Very Much	School Expenses Somewhat	School Expenses None
Musical Instruments	Musical Instruments Very Much	Musical Instruments Somewhat	Musical Instruments None
Legal Fees	Legal Fees Very Much	Legal Fees Somewhat	Legal Fees None
Funerals	Funerals Very Much	Funerals Somewhat	Funerals None

20. Which LCU Online services do you use?

	Very Much	Somewhat	Not At All
Leyden Online	*Which LCU Online services do you use? Leyden Online Very Much	Leyden Online Somewhat	Leyden Online Not At All
Bill Pay	Bill Pay Very Much	Bill Pay Somewhat	Bill Pay Not At All
Online Loan Application	Online Loan Application Very Much	Online Loan Application Somewhat	Online Loan Application Not At All
E-Statements	E-Statements Very Much	E-Statements Somewhat	E-Statements Not At All
View / Print Cleared Checks	View / Print Cleared Checks Very Much	View / Print Cleared Checks Somewhat	View / Print Cleared Checks Not At All
Reorder Checks	Reorder Checks Very Much	Reorder Checks Somewhat	Reorder Checks Not At All
EZCardInfo.com	EZCardInfo.com Very Much	EZCardInfo.com Somewhat	EZCardInfo.com Not At All

21. If LCU added Mobile Banking (account access via a Smart Phone app), how likely are you to use it?

If LCU added Mobile Banking (account access via a Smart Phone app), how likely are you to use it? Very Much

Somewhat

Not At All

22. How valuable to you is the information displayed on the TV screen in the lobby?

How valuable to you is the information displayed on the TV screen in the lobby? Very Much

Somewhat

Not At All

Didn't Know About It

I Don't Visit the Lobby

23. How valuable to you is the LCU newsletter?

How valuable to you is the LCU newsletter? Very Much

Somewhat

Not At All

Didn't Know There is One

24. If you read the newsletter, what information are you looking for? Check all that apply.

If you read the newsletter, what information are you looking for? Check all that apply. Rates

Promotions

Education

Holiday Closings

Account / Service Changes

I don't read it

25. Rate the methods by which you prefer to receive LCU news, financial tips, special loan offers and promotions. Rank them 1 - 5; 1 being most preferred method, 5 being least preferred method.

	1	2	3	4	5
E-Mail	*Rate the methods by which you prefer to receive LCU news, financial tips, special loan offers and promotions. Rank them 1 - 5; 1 being most preferred method, 5 being least preferred method. E-Mail 1	E-Mail 2	E-Mail 3	E-Mail 4	E-Mail 5
Newsletter	Newsletter 1	Newsletter 2	Newsletter 3	Newsletter 4	Newsletter 5
LCU Web Site	LCU Web Site 1	LCU Web Site 2	LCU Web Site 3	LCU Web Site 4	LCU Web Site 5
Postal Mail	Postal Mail 1	Postal Mail 2	Postal Mail 3	Postal Mail 4	Postal Mail 5
Facebook	Facebook 1	Facebook 2	Facebook 3	Facebook 4	Facebook 5

26. Rate the LCU Web site

	Excellent	Good	Average	Below Average	Poor
Ease of Use / Navigation	*Rate the LCU Web site Ease of Use / Navigation Excellent	Ease of Use / Navigation Good	Ease of Use / Navigation Average	Ease of Use / Navigation Below Average	Ease of Use / Navigation Poor
Value of Information	Value of Information Excellent	Value of Information Good	Value of Information Average	Value of Information Below Average	Value of Information Poor
"Eye Appeal"	"Eye Appeal" Excellent	"Eye Appeal" Good	"Eye Appeal" Average	"Eye Appeal" Below Average	"Eye Appeal" Poor

27. Will you recommend Leyden Credit Union to others?

Will you recommend Leyden Credit Union to others? Definitely will

Probably will

Probably won't

Definitely won't

Not sure

28. Will you use Leyden Credit Union for future needs?

Will you use Leyden Credit Union for future needs? Definitely will

Probably will

Probably won't

Definitely won't

Not sure

29. Please use this space for any additional thoughts -- either positive or negative -- about Leyden Credit Union and our services. Your comments are appreciated, and will be considered by management in our continuing efforts to best serve our members' needs. THANK YOU for your time and participation, and your continued membership at LCU.

Please use this space for any additional thoughts -- either positive or negative -- about Leyden Credit Union and our services. Your comments are appreciated, and will be considered by management in our continuing efforts to best serve our members' needs. THANK YOU for your time and participation, and your continued membership at LCU.