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Your feedback improves our members’ experience

December 01, 2014

By Alliant Credit Union

Alliant Credit Union is committed to providing our members with friendly, efficient and personalized service. That’s why we welcome feedback from our members to help us improve our products, services and processes.

Surveys

Don’t be surprised if you get a survey from Alliant asking for your input:

  • We send 4,000 surveys each quarter to random members. The surveys include a variety of questions, like “What can we do to improve your overall experience with Alliant?” 
  • Every business day, we send random surveys to about 100 members who have recently conducted a transaction at our branches or via 24/7 phone banking, online banking or mobile banking 
  • Plus, we send surveys to all new members (who have provided their email address) within 18 days of their joining

Survey respondents have the option to indicate if they’d like an Alliant representative to contact them to discuss their feedback and even answer questions.

Product reviews

If you’ve recently visited one of the product pages on our website, you may have noticed that we’ve added member reviews, giving you the opportunity to share feedback about our products. You can see the existing reviews by clicking the Read Reviews link at the top right of the product pages. To submit your own review, click the Write a Review button at the top of the reviews. Please note that the reviews do not immediately appear on the site. We first review the comments to ensure that there is no information about specific accounts or transactions in the comment, as that could compromise the security of your accounts. To learn more about product reviews and how you can contribute, refer to the Review Guidelines on our website.

A note of caution: For account-specific questions, please log in to Alliant Online Banking and use secure messaging (by clicking Messages at the top right of the screen), visit an Alliant branch or call 24/7 phone banking at 800-328-1935. Also note: Alliant will never ask for your member account number or other financial information via our surveys or regular emails. And to keep your account secure, do not include such confidential personal or account information in an unsecured email or on any Alliant social media channel.

We’re listening!

Here are some enhancements completed or in the works, prompted by member feedback:

  • Apple Pay. Alliant is excited to be an early adopter of the new Apple Pay™ technology. We anticipate enabling Alliant Visa® Platinum and Platinum Rewards credit cards for your use with Apple Pay in the coming weeks, and then enabling Alliant checking account Visa debit cards for use with Apple Pay early next year. Watch our website and social media channels for announcements of these launches.
  • Device registration. If you frequently use the same device(s) to log in to Alliant Online Banking, you can simplify your future logins by registering each device you use. Plus, knowing when an unfamiliar device is used to access your accounts enables Alliant to better protect you from fraud.
  • Improved email functionality. We’ve enhanced the links in our emails so they automatically take you to the appropriate page within online banking. You’ll still have to log in to Alliant Online Banking (we care too much about the security of your personal information to have you share financial information on our public site). But after you log in, you’ll be redirected to the page you need.
    Please remember that before you click any link in an email, you should check to ensure it is not a “phishing” email luring you to a fraudulent website.
  • Helpful website hints. We’ve incorporated member suggestions for making our website easier to use. Some members couldn’t find our credit card application within online banking so we added a separate, stand-alone link for Credit Card Applications to make finding them easier. Similarly, our online banking login page now includes the message that passwords are case sensitive. Sometimes members’ login attempts fail because the capitalization doesn’t match the password they originally created. This reminder will help them to avoid that error while still maintaining the added account security that capitalization enables. If you have a suggestion for improving our site navigation, let us know using the Contact Alliant link that appears at the bottom of most of our website pages. 
    Articles addressing member concerns. Our members are concerned about data security in light of recent data breaches at retailers, so in addition to our ongoing programs to monitor our members’ accounts for fraudulent activity, we’ve stepped up the amount of security related content on our blog and in our newsletters. In addition to the phishing and password security articles at the links included above, we’ve covered multiple security topics, with others coming in 2015.

If there’s a personal finance or money-related topic you’d like us to cover, let us know. We’ll do our best to include it in our newsletter or blog in the future. Suggest a topic by emailing moneymatters@alliantcreditunion.com