Q3-2013 Better experiences in-store review

• Credit Union Location

Region

• Select Valley First Envision Financial Enderby Financial

  • Valley First
  • Envision Financial
  • Enderby Financial

• Date location visited

  Date

Prepared by

• Select Robyn Orford Vicki Morgan Reggie Mueller Leeann Noye Mark G Ryan V

  • Robyn Orford
  • Vicki Morgan
  • Reggie Mueller
  • Leeann Noye
  • Mark G
  • Ryan V

Better Experience Action Items

• Facilities

Action item

• Select date

  Date

• Location leader

Action item

• Select date

  Date

• Marketing

Action item

• Select date

  Date

• Member Experience

Action item

• Select date

  Date

Member Experience

• Entrance is welcoming: Doors are branded, operational and clean

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  5

• Well done

• Picture

  Media

• Review outside signage: [signage is on (lite), in good shape (clean), other comments (trees blocking etc)]

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  5

• Well done

• Picture

  Media

• ATMs (exterior/lobby/drive-through): clear of debris, fully stocked with envelopes, clean (keypad/screen)

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• Well done

• Picture

  Media

• Location is welcoming and ready to serve. Active lobby management, all employees are dressed professionally, adhering to dress code and wearing name tags. <br>Examples of lobby management: employees interact with members when they are in line as they are walking by. Members are invited to the wicket (puts members at ease and that employee is ready to serve). Lights are on in all the offices.<br><br>Iron mountain bins are located in a discreet location

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• Well done

• Picture

  Media

• Lunchroom posters: Eye on Q and Sales Tracker are being used. Current data and accurately completed.

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  5

• Well done

• Picture

  Media

• Banking line up: when the line up exceeds 2:1, other employees call members from the line up. Line up has good flow - members know where to wait. Members are asked if there is anything else we can help them with and thanked for their business. Banking representatives are using IM for communication with teammates.

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• Well done

• Picture

  Media

• Member facing workspace standard. <br>Why do we have a standard? <br>-Aligning with our keeping it simple brand, we want to create a fresh clean store front. A space where members are able to focus on meaningful conversations rather than personal decor.<br>-We want to create a consistent simple member experience and we know that a large part of that experience is what people see. We want our offices to be clutter free<br>Point #3 is a work in progress, as we paint locations, personal items will no longer be hung on our walls. Employees will be provided one holder for the credential of their choice.

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• Well done

• Picture

  Media

Marketing Engagement

• Marketing collateral:<br>Review poster holders for wear and tear<br>Current campaign material displayed

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• Well done

• Picture

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• Local initiatives: use of branded templates

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• Well done

• Picture

  Media

Continuous Service Improvement

• Adoption of inter brand (Valley First/ Envision Financial) transaction process

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• Well done