UsNet is committed to providing quality service at every shared branching location. The integrity of our network is monitored and maintained on a daily basis, helping to ensure that your members' experience optimal levels of convenience, service and security. Our Quality Assurance goals are:
- To ensure that all network rules and standards are complied with to the satisfaction of all credit unions and their members.
- To provide the guidelines within which the Board of Directors and management shall operate in order to detect, evaluate and resolve issues regarding quality that include matters of service and neutrality.
At the core of our quality standards is the neutrality of UsNet's shared branching network. Strong neutrality rules are the key to the survival of the network and ensure that credit unions feel comfortable in sending their members to acquirer locations.
A commitment to neutrality is established with all new credit unions at the beginning of our partnership, and training is provided to all credit union staff to serve members in a neutral environment. Cross-selling or soliciting members is strictly prohibited, and all non-transaction business is directed to the member's home credit union.
UsNet utilizes a mystery shopper program to gauge the member experience to ensure proper levels of customer service and network neutrality. Participating credit unions within the UsNet shared branching network are subject to random, periodic mystery shopper visits, as they help ensure the UsNet standards of service are being met.