Our Commitment to Continuous Improvement

At CUA, everything we do is with the well-being of our customers in mind. Our mission is to help people make progress toward their financial goals by delivering a “Wow!” banking experience.  An important part of our work involves asking for and incorporating customer feedback.  We do this in a variety of ways ranging from regular outreach, surveys and meetings of an Advisory Council made up of CUA customers.

Our goal is to ensure the experience we’re providing aligns with our promise to be the better way to bank for those who choose CUA for their financial service needs.  The perspectives offered by our customers informs our approach and inspires our efforts and actions. The input we receive helps us to create, deliver and improve upon the flexible products, personalized service and quick decisions our customers have come to expect from our team.

At CUA, every customer’s voice matters, which is why addressing all feedback or concerns is an opportunity to improve.  Feedback can be shared any time with a member of our team, and anyone who wishes to express a concern can be confident that:

  • Messages are acknowledged within one business day.

  • Every concern is taken seriously and addressed using the same process, regardless of how or where the issue is brought to our attention.

  • Every effort is made to resolve the issue at the first point of contact.

  • If it is not possible to resolve at the first point of contact, the issue will be escalated to a more senior member of the CUA Team. That individual will ensure a resolution is reached as quickly as possible, within a maximum five-day period.

  • Concerns and feedback are reviewed regularly with leaders across the organization to ensure opportunities for continuous improvement are identified and actioned.

Have feedback to help us improve?

The entire CUA Team is committed to providing you an experience that leaves you saying, “Wow!”  If you have a story, suggestion, question or concern, please reach out to your Financial Advisor, Account Manager or CUA’s Customer Contact Centre (902.492.6500).  If you would prefer to share via email, please send a note to info@cua.com.


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