ERIE, Pa. (10/30/08)--The Pennsylvania Credit Union Service Centers, Inc. (PaCUSC) reported that Erie (Pa.) FCU’s Greengarden Road branch earned a perfect 100% score after a recent mystery shop conducted by CO-OP Shared Branching. The shop is part of an overall mystery shopping program designed to measure and improve member service quality among all 3,443 shared branches nationwide, according to PaCUSC State Coordinator Sandy Shenk (Life is a Highway
Oct. 29). Erie FCU is the second shared branch to earn a perfect score in Pennsylvania. Earlier this year, Parkview Community FCU, McKeesport, earned a perfect score. Mystery shoppers evaluate the service quality provided by a shared branch on:
* Transaction performed as per member request; * Transaction performed within network guidelines; * Overall member service experience; and * No solicitation of member.
Scores for Pennsylvania shared branches are slightly ahead of national averages, Shenk said. In no instance has a member of another credit union been solicited by staff of a shared branch, she added.