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Credit Unions emerge as customer experience champions

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Killarney Credit Union.

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FOR the second successive year, credit unions have placed in first position in the CXi Ireland Customer Experience Report 2016. The CXi Customer Experience Survey 2016 is a study which measures the level of service which organisations across the country give to their customers. Scoring very highly on empathy, personalisation and integrity, credit unions led the way, followed by Lush Handmade Cosmetics in second position and An Post in third place.

The 2016 CXi survey was conducted in June 2016 by Amárach Research. A representative cross section of Irish consumers were asked to select from 170 brands across ten sectors. Over 42,000 customer experiences were evaluated as part of the study. The report aims to raise the game of customer experience management in Ireland, to establish a league table by which companies can benchmark their progress in this area and to measure how customer experience in Ireland compares internationally.

Commenting on the report, Mark Murphy, CEO of Killarney Credit Union stated: “This result is testament to the hard work of credit union staff and volunteers who continue to put members’ needs at the forefront of everything that we do. Here in the South Kerry area, we are very proud of the service which we provide to members. We work hard to understand what our members’ want and do everything that we can to deliver superior service to them.”

Credit unions are deeply embedded in the communities they serve. While other financial institutions are closing branches and directing their customers, in many instances, to use automated services, credit unions continue to excel in personalisation. This means that they work hard to understand their members and take time to recognise their individual needs and circumstances.

Mark added: “As member-owned organisations, providing excellent service to our members is very much at the heart of everything that we do. As we continue to expand the services which we offer, we will continue to ensure that we put the needs of our members first. Our ethos will never change and our members will remain central to all of the decisions that we make, both now and in the future." A full copy of the CXi 2016 report is available at www.cxi.ie.

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LOCAL GOLD:

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LOCAL GOLD: Terrie O’Shea, founder and owner of Killarney-based business Sorella Berries, celebrating her Gold award win at the Blas na hÉireann Irish Food Awards held in Dingle last week. Her hand-crafted chocolate covered strawberries secured the top spot in national competition, earning recognition for the local food producer on the national stage.

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Grady demands Killarney traffic review

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Killarney councillor Martin Grady has called for an urgent review of traffic management across the town following severe delays along the Muckross Road during the morning rush hour.

Constituents living along Muckross Road, Woodlawn, and outer Muckross areas raised serious concerns with the local representative, reporting that motorists now face delays of over 30 minutes to travel from Flesk Bridge or Woodlawn Cross into Killarney town.


The situation is causing major disruption for parents doing school runs and commuters traveling to work every morning.


“This level of congestion is simply not acceptable,” said Cllr Grady. “I have been contacted by constituents who are experiencing significant delays every morning, with parents trying to get their children to school and people trying to commute into work being caught in traffic for prolonged periods.”


Cllr Grady urged Kerry County Council to look closely at the operation and light sequencing along the route.


“I am calling for a review of the traffic situation along the Muckross Road, including the operation and sequencing of the traffic lights and whether there are any other obstructions or traffic management issues contributing to the delays,” he said.


He stressed that the gridlock is not isolated to one approach road, but affects the entire urban area as population and traffic volumes continue to rise year on year.


“But this issue goes beyond the Muckross Road. Killarney as a whole is experiencing increasing levels of traffic congestion across the town. The people of Killarney have been suffering with traffic for far too long, and the situation is getting worse,” Cllr Grady said.


“Our population is growing and traffic volumes are increasing year on year. We need to look at the bigger picture and develop a proper traffic management plan for Killarney. We need to identify where the problems are, examine how traffic is being managed across the town and put measures in place to improve traffic flow. The current situation has gone beyond what is acceptable for residents, commuters and visitors to Killarney.”

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