2019 1 How LIKELY are you to RECOMMEND MOFCU?

2019 MEMBER SATISFACTION SURVEY RESULTS

2019

1 How LIKELY are you to RECOMMEND MOFCU?

66%

2018

64%

2017

68%

2017

20%

2018

22%

2019

18%

2017

14%

2018

14%

14%

2017

2 What is your NEXT LIFE STEP?

2% 3%

2018

13%

54% 2019 24%

2% 2%

KEY

51%

2% 4% 2017

13%

2018

27%

1% 2%

Retirement Parenthood Getting an Apa2r0t1m8ent College

55%

2017

1% 5%

10%

23%

3% 3%

Buying a House Buying a Car Getting Married

3 What is your PREFERRED METHOD OF CONTACT?

Phone

Email

Social Media

Online Chat

Text

64%

63%

2018

69%

2017

32%

30%

2018

27%

2017

0%

0%

2018

0%

2017

2%

4%

2018

3%

2017

2%

3%

2018

1%

2017

1

2019Loan

Easy

MAEcMcoBuEnRt SATISFACTION SURVEY RESULTS

4 Why MOFCU?

2019

2018

Loan Account

Easy

convenience

Location

Good easyyelaocavceressFsrriebaanntdkelyssgaoveodheiernaaltstpeeysrseCssatavrsreaavtLimnegossoanseneyrvice

years

credit union

2017

work

direct deposit

bank

low interest rate used great service Money One account

refinance

convenience

Location

Good easyyelaocavceressFsrriebaanntdkelyssgaoveodheiernaaltstpeeysrseCssatavrsreaavtLimnegossoanseneyrvice

years

credit union

work

2017

5

Who

do

you

think

of

FIRST

when you NEED A LOAN? dire2c0t1d8eposit

bank

low interest rate used great service Money One account

refinance

2019

67%

Loan

Ac20c1o8unt

72%

Easy

14%

13% 5%

1% 1%

Bank

Online Money One Payday

Lender

FCU

Lender

Pawn Shop

Other

11% 5%

1%

0%

2017

coBnanvk enieLOennnlcdineeer

Money One Payday

FCU LocLeantdieor n

Pawn Shop

Good easyy2e0laoc1avc7eressFsrriebaanntdkelyssgaoveodheiernaa7ltstpee4ysrs%eCssatavrsreaavtLimnegossoanseneyrvice

years

credit union

work

direct1d0e%posit bank

low interest rate used great 2re%fisenrvaicnecMe oney On1e% accou0nt%

11%

Other

13%

2

2017

2019 MEMBER SATISFACTION SURVEY RESULTS

6

Where do you bank outside of MOFCU? Another Credit Union

Community Bank

2019

69%

Bank of America

PNC Bank

Capital One

Wells Fargo

Another Credit Union

16% 7% 6%

9% 21%

2018

Bank of America PNC Bank

Capital One Wells Fargo AAnontohetrhCerredCitrUendioitn Union ComCmuonmitymBuannkity Bank

Community Bank

41%

2017

Bank of America

PNC Bank

Capital One

Wells Fargo

AAnnoothheerrCCrerdeitdUitniUonnion

CoCmommunmityuBnaintyk Bank

18% 8% 12% 11%

31% 20%

19% 7% 12%

14% 28%

20%

2018

7 What do our COMPETITORS DO BETTER than us?

Locations

Hours of Operation

Perks & Rewards Interest Rates

Customer Service

Technology

Products & Services

47%

44%

2018

45%

2017

10%

9%

2018

9%

2017

10%

13%

2018

9%

2017

9%

11%

2018

9%

2017

Another Credit Union Community Bank

8%

7%

10%

2018

10%

2017

9%

2018

9%

2017

6%

3%

2018

5%

2017

2018

2017

Discounts

3%

2%

2018

4%

2017

3

ATMs

2019 Accounts Customer MEMOnBlineERLSOACATTIIOSNFSACTIONSeSrvUiceRVEY RESULTS

Payment Options

App

LOCATIONS

Easier Custome Service

Phone

8 What do you want to see MORE OF at MOFCU?

2019

Loans

Contact

Interest Rates

Accounts Money

Service

LOCATIONS

Bank

Branches

BranPchhoenes

Customer Service

ATMs Hours

rates

Longer

HLoouarsn

Options

Easier Access

Locations

Easier

Credit

Offers

Credit Nothing

Account Closer

ATM

Options

2017

Money

ATMs

Online

2018

Banking

ABrcacnocuhensts

BBertatnecrhes Rates

LLOoaCnAsTIONS

App

LOCAATTIOMNs SCommBEeuatnstieicrrationCSuesArtvocimcceeesrs

Interest Rates

Payment Options

Phone

Nothing

Loans

2017

Contact

Interest Rates

Accounts Money

Branches

LOCATIONS

Phone

Customer Service

ATMs

Longer Hours

Easier Options Access

Credit

2018

9 What's one thing we should NEVER STOP Money DOING? Online

Credit

Branches

Access

Easier

Loan

ATMs

Banking Accounts Branches Loans

Nothing

ATMs

Helping Accounts Customer

ons

Account Closer Online

People Customer ATM

Service LOopticonas tions

LOCATIONS

Service

Payment Options

App

Easier

LOOCAffTIOeNrSing

Customer Service

Interest Rates

Hours

PPhrooneviding Nothing

Good Banking

Easy Rates

Low Interest Rates

Giving

Friendly

Care

Checking

LoansService

Bank

Credit Nothing

Online Banking

Hours

Branches

rates

Loan

Easier Offers

3 YEARS L&ocCaOtioUnNs TING! Account

Closer

ATM

Options

4

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