2011 Membership Survey Results
1
Study Methodology • An online survey was conducted in late June/ early July of LSCU affiliated credit unions. • 98 surveys out of a possible 234 were completed, representing a 42% response rate as compared to 38% response rate in 2010. • The data was processed and analyzed with this report summarizing key findings.
2
Respondents 2010 vs. 2011 2010 State
$35M
$35 $100M
$100 $250M
$250M Plus
40-Alabama
14
7
10
9
49-Florida
15
7
9
17
2011 State
$35M
$35 $100M
$100 $250M
$250M Plus
42-Alabama
17
7
10
8
56-Florida
19
10
10
17
3
# of CUs in Each Chapter
Respondents Each Chapter
%
Birmingham Broward
24 9
12 4
50 44
Central Florida Cheaha Gulf Coast Mobile Montgomery Muscle Shoals North Central (FL) Northeast (AL)
20 10 9 17 14 7 9 7
11 6 2 8 6 2 3 5
55 60 23 47 43 28 33 72
Northeast Florida
18
6
33
Northwest Florida Palm Beach Pinellas Sara‐Mana Southernmost Tallahassee Tampa Tuscaloosa Wiregrass
6 7 6 5 16 16 13 8 8
4 2 2 2 5 7 7 2 2
66 28 33 40 31 44 54 25 25
LSCU Chapter
Survey Respondents by State & Chapter
Alabama 43%
Florida 57%
4
Asset Range of Respondents 37% 33% 30% 26%
16%
< $35 million
17%
$35 to $100 million
2010 2011
22% 20%
$100 to $250 million
$250 million+
5
Membership Size of Respondents 37% 41%
25% 18%
2010 2011
20% 19%
18%
< 2,000 members
22%
2,000 to 15,000
15,000 to 40,000
40,000+
6
Change in Satisfaction Q: How has your level of satisfaction with the LSCU changed over the past 12 months, if at all? 61%
44%
92% of credit unions surveyed said their satisfaction with the league increased or stayed the same as compared to 88% in 2010.
44%
2010 2011
31%
10% 4% Improved services to credit unions
Stayed the same
Decreased services to credit unions
2%
4%
Do not know
7
Change in Satisfaction by Asset Size Q: How has your level of satisfaction with the LSCU changed over the past 12 months, if at all? 2010
82%
2011
2010
93%
2011
94%
81%
2010
2010
85%
2011
96%
2011
100%
100% 72%
65% 58% 47% 47% 35% 28% 23% 8% 11%
< $35 million
6% 0%
$35 to $100 million Increased
Stayed about the same
0%
0%
$100 to $250 million Decreased
Don't Know
0%
0%
> $250 Million
Change in Satisfaction by State Q: How has your level of satisfaction with LSCU changed over the past 12 months, if at all? 62%
86% AL
61%
Satisfaction increased or stayed same
35% 24%
7%
Increased
Stayed about the same
Alabama
96% FL
7% 2%
2%
Decreased
Don't Know
Florida
Association Services Governmental Affairs
10
Governmental Affairs Q: Please indicate your level of agreement with the following statements regarding Governmental Affairs issues: Total Strongly Agree Agree
Agree
Strongly Disagree Disagree
2010 Total Agree
The LSCU does an effective job advocating CU issues at the State Capitol.
94%
37%
57%
3%
0%
92%
The LSCU does an effective job advocating CU issues to federal lawmakers.
95%
34%
61%
2%
0%
89%
LSCU keeps CUs well informed on legislative and regulatory issues of importance.
96%
53%
43%
1%
0%
94%
LSCU grassroots advocacy events are important.
93%
48%
45%
7%
0%
88%
Note: No Opinion responses have been removed Total agree = Strongly Agree + Agree
11
Governmental Affairs by Asset Size Q: Please indicate your level of agreement with the following statements regarding governmental affairs issues: < $35 Million
$35 - $100 Million
$100 $250 Million
The LSCU does an effective job advocating CU issues at the State Capitol.
100%
100%
95%
92%
The LSCU does an effective job advocating CU issues to federal lawmakers.
100%
100%
100%
96%
LSCU keeps CUs well informed on legislative and regulatory issues of importance.
97%
100%
100%
100%
LSCU grassroots advocacy events are important.
97%
94%
95%
96%
Note: Only Strongly Agree and Agree responses are being reported.
> $250 Million
12
Governmental Affairs by State Q: Please indicate your level of agreement with the following statements regarding Governmental Affairs issues: Alabama
Florida
The LSCU does an effective job advocating CU issues at the State Capitol.
95%
98%
The LSCU does an effective job advocating CU issues to federal lawmakers.
98%
95%
LSCU keeps CUs well informed on legislative and regulatory issues of importance to the movement.
98%
100%
LSCU grassroots advocacy events are important.
93%
98%
Note: Only Strongly Agree and Agree responses are being reported.
13
Regulatory & Compliance Q: Please indicate your level of agreement with the following statements regarding regulatory/compliance issues: 2010Total Strongly Strongly Total Agree Agree Agree Disagree Disagree Agree
I feel League InfoSight is an important tool for my CU.
Regulatory Affairs is helpful in answering my compliance and/or operational questions.
88%
27%
61%
11%
1%
72%
93%
32%
61%
7%
0%
73%
Note: No Opinion responses have been removed Total agree = Strongly Agree + Agree 14
Regulatory & Compliance by Asset Size Q: Please indicate your level of agreement with the following statements regarding regulatory/compliance issues: < $35 $35 - $100 Million Million
$100 $250 Million
> $250 Million
I feel League InfoSight is an important tool for my CU.
94%
88%
95%
72%
Regulatory Affairs is helpful in answering my compliance and/or operational questions.
97%
100%
95%
80%
Note: Only Strongly Agree and Agree responses are being reported. 15
Regulatory & Compliance by State Please indicate your level of agreement with the following statements regarding regulatory/compliance issues: 2010
2011
Alabama Florida Alabama Florida
I feel League InfoSight is an important tool for my CU.
Regulatory Affairs is helpful in answering my compliance and/or operational questions.
69%
73%
93%
84%
63%
82%
93%
93%
Note: Only Strongly Agree and Agree responses are being reported. 16
Association Services Education
17
Education & Training Q: Do you feel the LSCU education offerings meet the training needs of your credit union staff?
71%
18% Strongly Agree
Agree
89% of credit unions surveyed agreed LSCU education offerings are meeting their training needs as compared to 71% in 2010
11%
0%
Disagree
Strongly Disagree
18
Education by Asset Size Q: Do you feel the LSCU education offerings meet the training needs of your credit union and its staff? 2010
75%
2011
2010
79%
2011
88%
97%
2010
74%
2011
95%
2010
2011
62%
72%
85% 76% 68% 61%
36% 28% 12%
12%
10%
3%
< $35 million
$35 to $100 million Strongly Agree
Agree
5%
$100 to $250 million Disagree
Strongly Disagree
4%
> $250 Million
Education By State Q: Do you feel the LSCU education offerings meet the training needs of your credit union staff? 2011 90% AL
2011 88% FL
2010 77% AL
71%
19%
2010 75% FL
70%
18%
10% Alabama
Strongly Agree
12% Florida
Agree
Disagree
Strongly Disagree
Source of Training Please indicate which of the following sources provide training to your CEO, Staff or Volunteers: LSCU was identified as a source for training for CEOs, staff and volunteers on a higher percentage basis. CEO
Staff
Volunteers
LSCU
33%
35%
32%
CUNA
28%
30%
24%
NAFCU
9%
7%
8%
CUES
19%
13%
12%
NASCUS
1%
1%
2%
Other
10%
13%
12%
21
Association Services Communications
22
Communication Channels Q: Please indicate the value to your credit union for the following LSCU member communication channels:
Total Extremely Agree Valuable Valuable Neutral LSCU Website 68% eSignal (Weekly electronic 74% newsletter) Signal Magazine 55% (Quarterly magazine) Multimedia (Audio/video, 54% podcasts)
Little Value
No Value
2010 Total Agree
26%
42%
29%
2%
1%
72%
24%
50%
24%
1%
1%
78%
8%
47%
31%
12%
1%
57%
13%
41%
35%
10%
1%
43%
Note: No Opinion responses have been removed Total agree = Extremely Valuable + Valuable 23
Communications by Asset Size Q: Please indicate the value to your credit union for the following LSCU member communication channels: < $35 Million
$35 to $100 $100 to $250 Million Million
> $250 Million
LSCU Website
81%
65%
65%
56%
eSignal Weekly
72%
76%
80%
72%
Signal Magazine
61%
65%
55%
40%
Multimedia
64%
47%
40%
56%
Note: Only Extremely Valuable and Valuable responses are being reported. 24
Communication Channels by State Q: Please indicate the value to your credit union for the following LSCU member communication channels: Alabama
Florida
2011
2010
2011
2010
LSCU Website
76%
65%
63%
78%
eSignal Weekly
74%
80%
75%
74%
Signal Magazine
52%
55%
57%
58%
Multimedia
57%
43%
52%
44%
Note: Only Extremely Valuable and Valuable responses are being reported. 25
Member Communications Q: Please indicate your level of agreement with the following statements: Total Agree
Strongly Agree
Agree
The LSCU keeps CUs well informed on important issues.
100%
48%
52%
0
0
94%
The LSCU website is a useful tool for industry news and information.
95%
26%
69%
5%
0%
74%
The statewide cooperative brand advertising is something CUs should support financially.
80%
36%
44%
17%
3%
63%
Note: No Opinion responses have been removed. Total Agree = Strongly Agree + Agree.
Strongly Disagree Disagree
2010 Total Agree
26
Communications by Asset Size Q: Please indicate your level of agreement with the following statements: < $35 Million
$35 to $100 $100 to Million $250 Million
> $250 Million
The LSCU keeps CUs well informed on important issues.
100%
100%
100%
100%
The LSCU website is a useful tool for industry news and information.
97%
100%
95%
88%
81%
76%
80%
80%
The statewide cooperative brand advertising is something CUs should support financially.
Note: Only Strongly Agree and Agree responses are being reported.
27
Communications by State Q: Please indicate your level of agreement with the following statements: Alabama
Florida
The LSCU keeps CUs well informed on important issues.
100%
100%
The LSCU website is a useful tool for industry news and information.
95%
95%
100%
75%
The statewide cooperative brand advertising is something CUs should support financially.
Note: Only Strongly Agree and Agree responses are being reported.
28
Communications Q: How do you perceive the level of communications from the LSCU? 81%
9%
Just Right
Too Much
5%
Not Enough
5% Don't Know
29
Member Care Attributes
Member Care Attributes Q: Please indicate your level of agreement with the following statements regarding LSCU services:
Total Strongly Agree Agree
Strongly Agree Disagree Disagree
2010 Total Agree
LSCU understands CU needs.
93%
39%
54%
7%
0%
88%
LSCU staff is responsive.
97%
48%
49%
2%
1%
89%
LSCU staff is professional.
98%
54%
44%
2%
0%
96%
LSCU staff is knowledgeable. LSCU staff communicates League priorities.
98%
52%
46%
2%
0%
93%
95%
39%
56%
5%
0%
82%
Note: No Opinion responses have been removed. Total Agree = Strongly Agree + Agree.
31
Member Care Attributes by Asset Size Q: Please indicate your level of agreement with the following statements regarding LSCU services: < $35 $35 to $100 $100 to $250 Million Million Million
> $250 Million
LSCU understands CU needs.
92%
94%
95%
92%
LSCU staff is responsive.
92%
100%
100%
100%
LSCU staff is professional.
97%
100%
100%
96%
LSCU staff is knowledgeable. LSCU staff communicates League priorities.
97%
94%
100%
100%
94%
94%
95%
95%
Note: Only Strongly Agree and Agree responses are being reported.
32
Member Care Attributes by State Q: Please indicate your level of agreement with the following statements regarding LSCU services:
LSCU understands CU needs. LSCU staff is responsive. LSCU staff is professional. LSCU staff is knowledgeable. LSCU staff communicates League priorities.
Note: Only Strongly Agree and Agree responses are being reported.
2010 Alabama 83% 85% 98% 98%
Florida 92% 92% 96% 92%
75%
88%
2011 Alabama 91% 95% 98% 95% 95%
Florida 95% 98% 99% 100% 95%
33
Member Care Attributes Q: Please rate each of the LSCU services in terms of importance to your decision to affiliate with the LSCU: Total Very Important Important
Important
Moderately Of Little 2010 Total Important Importance Important
Governmental Affairs (Lobbying, grassroots advocacy, PAC fundraising)
90%
61%
29%
6%
4%
92%
89%
61%
28%
9%
2%
84%
84%
43%
41%
13%
3%
71%
82%
25%
57%
15%
3%
77%
59%
24%
35%
37%
4%
66%
Regulatory Affairs (InfoSight, compliance helpline, Comment calls/letters, Customized CU performance reports & Compliance training) Education & Training (Annual Convention & Exposition, Development Conference, webinars)
Communications (Publications, website, Media outreach, Statewide Image Campaign)
Cooperative Initiatives (SAS CU Development & Support, Chapter Support, Foundations)
Note: No Opinion responses have been removed. Total Important = Very important + Important.
34
Member Care Attributes by Asset Size Q: Please rate each of the LSCU services in terms of importance to your decision to affiliate with the LSCU: 2010
2011
2010
2011
2010
2011
< $35 Million
<35 Million
$100 to $250 Million
$100 to $250 Million
> $250 Million
> $250 Million
Governmental Affairs
86%
83%
92%
82%
95%
100%
100%
96%
Regulatory Affairs
97%
100%
83%
82%
79%
100%
76%
68%
Education & Training
90%
94%
67%
82%
78%
85%
46%
68%
Communications
83%
92%
75%
65%
68%
85%
77%
76%
Cooperative Initiatives
82%
89%
62%
41%
67%
45%
54%
41%
Note: Only Very Important and Important responses are being reported.
2010
2011
$35 to $100 $35 to $100 Million Million
35
Member Care Attributes by State Q: Please rate each of the LSCU services in terms of importance to your decision to affiliate with the LSCU: 2010 Alabama
Florida
2011 Alabama
Florida
Governmental Affairs (Lobbying, grassroots advocacy, PAC fundraising)
93%
96%
93%
88%
75%
93%
88%
89%
65%
76%
86%
82%
75%
78%
83%
80%
63%
71%
60%
59%
Regulatory Affairs (InfoSight, Compliance helpline, Comment calls/letters, Customized CU performance reports & Compliance training)
Education & Training (Annual Convention & Exposition, Development Conference, webinars)
Communications (Publications, website, Media outreach, Statewide Image Campaign)
Cooperative Initiatives (SAS CU Development & Support, Chapter Support, Foundations)
Note: Only Very Important and Important responses are being reported.
36
League Consolidation Q: I feel the value and promises of consolidation of the Alabama and Florida Leagues are being realized.
62%
In 2011, 89% agree that the consolidated LSCU is on the right track as compared to 69% agree in 2010.
27%
Strongly Agree
Agree
11%
0%
Disagree
Strongly Disagree
37
Member Care Attributes by Asset Size Q: I feel the value and promises of consolidation of the Alabama and Florida Leagues are being realized. 2011 86%
61%
2010 59%
2011 83%
65% 2010 93%
2011 90%
65%
2010 74%
2011 96%
60%
2010 66%
36% 25%
25% 18% 14%
17% 10% 4%
< $35 million
$35 to $100 million Strongly Agree
Agree
$100 to $250 million Disagree
> $250 Million
Strongly Disagree
Member Care Attributes by State Q: I feel the value and promises of consolidation of the Alabama and Florida Leagues are being realized. 2011 90% of AL CUs Agree
2010 60% of AL CUs Agree
71%
19%
2011 88% of FL CUs Agree
2010 77% of FL CUs Agree
70%
18% 12%
10%
Alabama Strongly Agree
Florida Agree
Disagree
Strongly Disagree
Value of Affiliation Q: Please indicate your general satisfaction level with the services and value provided by the following system partners that you have used in the last 12 months. Total Strongly Agree Agree
Strongly 2010 Agree Disagree Disagree Total Agree
My CU receives a good value for its LSCU dues investment.
92%
28%
64%
7%
1%
77%
My CU receives a good value for its CUNA dues investment.
84%
15%
69%
13%
2%
73%
Note: No Opinion responses have been removed. Total Agree = Strongly Agree + Agree.
40
Value of Affiliation Q: Please indicate your general satisfaction level with the services and value provided by the following system partners that you have used in the last 12 months. 2011 < $35 Million
$35 to $100 $100 to $250 Million Million
> $250 Million
My CU receives a good value for its LSCU dues.
89%
94%
95%
92%
My CU receives a good value for its CUNA dues.
92%
82%
85%
76%
2010 My CU receives a good value for its LSCU dues.
72%
86%
79%
76%
My CU receives a good value for its CUNA dues.
62%
71%
77%
87%
Note: Only Strongly Agree and Agree responses are being reported.
41
Value of Affiliation Q: Please indicate your general satisfaction level with the services and value provided by the following system partners that you have used in the last 12 months. 2010
2011
Alabama
Florida
Alabama
Florida
My CU receives a good value for its LSCU dues investment.
75%
79%
88%
95%
My CU receives a good value for its CUNA dues investment.
75%
71%
90%
80%
Note: Only Strongly Agree and Agree responses are being reported.
42
League Service Corporation
43
LEVERAGE Awareness & Usage Q: When considering a new product or service is LEVERAGE one of the partners you review?
No 27%
Yes 73%
44
LEVERAGE Awareness & Usage Q: LEVERAGE solutions provide value to my credit union. 2011 86%
2010 80% 62%
24% 12% 1%
Strongly Agree
Agree
Disagree
Strongly Disagree
Only Strongly agree and agree response percentages included in the bubbles 45
LEVERAGE Awareness & Usage Q: LEVERAGE solutions provide value to my credit union.
75% 64%
61%
47% 41% 28% 20% 11%
20% 12%
12% 0%
< $35 million
0%
5%
$35 to $100 million Strongly Agree
Agree
0%
$100 to $250 million
Disagree
4%
> $250 Million
Strongly Disagree
46
LEVERAGE Awareness & Usage Q: LEVERAGE solutions provide value to my credit union. 2011 93%
2010 77%
2011 82%
2010 76%
69% 57%
18%
25%
24% 5%
2%
0%
Alabama Strongly Agree
Florida Agree
Disagree
Strongly Disagree
Only Strongly agree and agree response percentages included in the bubbles 47
LEVERAGE Products Q: Please indicate your level of agreement with the following statements: LEVERAGE is responsive
LEVERAGE is a trusted business partner
LEVERAGE is innovative
LEVERAGE has best-in-class products & services
67%
65% 64% 60%
27% 29%
24% 18%
16% 11%
Strongly Agree
6%
Agree
11%
Disagree
0%
0%
0%
0%
Strongly Disagree
48
LEVERAGE Products Q: LEVERAGE is responsive.
76%
75%
61%
59%
41% 28%
25% 16% 11%
0%
< $35 million
0%
0%
0%
$35 to $100 million Strongly Agree
Agree
0%
$100 to $250 million
Disagree
8%
0%
> $250 Million
Strongly Disagree
49
LEVERAGE Products Q: LEVERAGE is responsive.
71% 64%
29% 24%
5%
0%
7%
Alabama Strongly Agree
0%
Florida Agree
Disagree
Strongly Disagree
50
LEVERAGE Products Q: LEVERAGE is a trusted business partner.
65% 61%
60% 53% 41%
31% 25% 20% 8%
6%
0%
< $35 million
10%
0%
$35 to $100 million Strongly Agree
Agree
0%
$100 to $250 million
Disagree
20%
0%
> $250 Million
Strongly Disagree
51
LEVERAGE Products Q: LEVERAGE is a trusted business partner.
67%
30% 26% 20% 14% 7%
0%
0%
Alabama Strongly Agree
Florida Agree
Disagree
Strongly Disagree
52
LEVERAGE Products Q: LEVERAGE is innovative.
72% 65%
64% 55%
20%
19% 8%
28%
25%
24% 12% 0%
< $35 million
0%
0%
$35 to $100 million Strongly Agree
Agree
$100 to $250 million
Disagree
8%
0%
> $250 Million
Strongly Disagree
53
LEVERAGE Products Q: LEVERAGE is innovative.
74%
59%
21% 14%
12%
0%
0%
Alabama Strongly Agree
20%
Florida Agree
Disagree
Strongly Disagree
54
LEVERAGE Products Q: LEVERAGE has best-in-class products & services.
71%
69%
65% 52% 40%
25% 14%
18%
17% 12% 0%
< $35 million
10%
0%
$35 to $100 million Strongly Agree
Agree
0%
$100 to $250 million
Disagree
8%
0%
> $250 Million
Strongly Disagree
55
LEVERAGE Products Q: LEVERAGE has best-in-class products & services.
69% 61%
27% 21% 13%
10%
0%
0%
Alabama Strongly Agree
Florida Agree
Disagree
Strongly Disagree
56
LEVERAGE Products and Services Q: Please rate your credit unionâ&#x20AC;&#x2122;s awareness of the following LEVERAGE products:
Do not know Somewhat about the Aware product
Total Aware
Very Aware
Aware
Vendor Management & ePurchasing (Ventelligence)
91%
35%
38%
18%
9%
Discount office equipment & supplies (Office Depot)
96%
29%
44%
23%
4%
Debit & Credit Card Services (CO-OP)
92%
26%
51%
15%
8%
Audit & Consulting services (CU-ACE)
93%
28%
45%
20%
7%
Member enhancements (Sprint & Invest in America)
91%
29%
44%
18%
9%
Note: No Opinion responses have been removed. Total Aware = Very Aware + Aware + Somewhat Aware.
57
Strategic Business Partners Q: Please indicate your general satisfaction level with the services and value provided by the following system partners that you have used in the last 12 months. Total Satisfied
Very Satisfied
Satisfied
Not Satisfied
Strongly Dissatisfied
Do not use them
2010 Satisfied
CUNA Mutual Group
84%
22%
62%
13%
2%
0%
80%
Corporate America CU
98%
30%
29%
1%
0%
41%
82%
Southeast Corporate CU
75%
22%
31%
19%
19%
9%
53%
CO-OP Financial Service
88%
11%
33%
5%
1%
50%
59%
CU 24 Network CUNA Strategic Service (CSS)
86%
13%
30%
7%
0%
50%
71%
84%
3%
24%
4%
1%
67%
40%
Note: No Opinion responses have been removed. Total Satisfied = Very Satisfied + Satisfied (â&#x20AC;&#x153;Do not use themâ&#x20AC;? responses were removed)
58
2011 Membership Survey Results
59