Listening to Our Members: What You Told Us in Our 2026 Survey

At Kilrush Credit Union, everything we do starts with our members — and recently, many of you took the time to share your thoughts with us through our 2026 Member Survey.

First of all, we want to say a sincere thank you. Your feedback helps us shape our services, improve where we can, and continue to build a Credit Union that works for our community. We would also like to congratulate the winner of our draw for a €100 voucher.

A Strong Foundation of Trust

The results show that members continue to value the personal, local service that Kilrush Credit Union is known for.

• 69% of members described themselves as very satisfied, with a further 21% somewhat satisfied
• Members regularly highlighted the friendly, approachable staff and the importance of being able to speak to someone in person Comments such as:

“The staff are always very pleasant and very helpful”
“Friendly welcoming staff… helping the elderly, and less able”

reflect something we’re very proud of — a service built on trust, care and community.

What Matters Most to Members

Across the survey, a clear picture emerged of what members value most:

• Personal, face‑to‑face service
• Clear and simple advice
• Flexibility in how they manage their finances
• A strong connection to the local community

At the same time, many members are now using a mix of services, often alongside other providers — showing that while trust in the Credit Union remains strong, there is an opportunity to support members in using more of what we offer.

Using Our Services – What Would Make a Difference

When asked what would encourage greater use of Credit Union services, members pointed to a few key areas:

• Better value or lower loan rates (the most commonly selected factor)
• Greater awareness of member benefits and incentives
• Promotions and offers
• Clearer communication about available services

• This tells us that while interest is there, clear information and visible value are key to helping members take the next step.

Encouragingly, many members also shared that they are already moving in that direction:

“I find the service far superior to that of the Bank I dealt with all my life and I am gradually moving towards using the credit union for more services and products.”

“I am happy with the service and hope to use other services going forward like debit card and on line banking.”

These responses highlight an important opportunity — members trust Kilrush Credit Union and are open to doing more with us when the right information, services and supports are in place.

Digital Services – Working Well and Opportunities to Improve

It was very encouraging to see strong feedback on our digital services:

• Our online services received an average rating of 4.52 out of 5
• The majority of members rated their experience highly

At the same time, members shared helpful suggestions on how we can continue improving, including:

• Simplifying the mobile app experience
• Making transfers between accounts easier
• Providing clearer layouts and navigation

Comments like:

“App needs to improve… more based on a PC model than a mobile phone”
“Make it easier to transfer money between accounts”

are extremely valuable and give us clear direction for future enhancements.

Day-to-Day Service Still Matters Most

One of the strongest messages from the survey is that personal service continues to matter greatly.

• Phone services were rated highly, with an average score of 4.47 out of 5
• In-branch service remains a key part of the member experience

A number of members also highlighted practical improvements, such as:

• Reducing waiting times at busy periods
• Improving privacy at counters
• Ensuring easy access to staff support

These are areas we continually monitor as part of our day-to-day service delivery.

Ideas, Suggestions and Services Members Would Like

Members also shared a wide range of ideas for future services and improvements. While not all suggestions may be possible, they provide valuable insight into what matters most.

Some of the most common themes included:

• Rewards and member benefits
• Better savings value or returns
• More flexible loan options
• Additional services such as:
• mortgages or home improvement loans
• financial advice or pension guidance
• savings tools and budgeting supports
• Easier integrations, such as transfers from other accounts

Examples of suggestions included:

“More local money saving benefits”
“Offer more features like savings goals and pockets”
“Better returns on savings”

We see these as valuable insights rather than just requests — helping guide how we evolve our services over time.

AGM Attendance – Changing Preferences

The survey also gave insight into how members would like to engage with us at governance level.

• A majority of members indicated they are unlikely to attend an in-person AGM
• There is a clear preference for virtual or hybrid attendance options

This reflects changing lifestyles and expectations, and we will continue to consider how best to make participation as accessible as possible.

Taking Your Feedback On Board

Overall, the message from this year’s survey is very clear:

• Members value the people, service and community focus of Kilrush Credit Union
• There is strong satisfaction with the service we provide
• And there are clear, practical opportunities to improve — particularly around digital services, communication and member benefits

We are actively reviewing all feedback and suggestions, and many of the areas highlighted are already part of ongoing discussions and future planning.

👉 We will continue to keep you updated — so watch this space.

Thank You

Finally, thank you again to everyone who took part in the survey.

Your voice genuinely shapes what we do — and we’re committed to continuing to listen.