Putting our customers first is a core value of GreenStone Farm Credit Services and that value stands strong, according to the latest results of our annual customer satisfaction survey. GreenStone is proud to announce our overall customer satisfaction rate increased to 96% this year, up from 95% in 2022.
This year’s customer satisfaction score for GreenStone marks more than 20 years with a score above 90%.
“Our relationship with our customers is extremely important to us – it's a key part of our culture. We are proud to be meeting the expectations of our customers and see their satisfaction increase even beyond our recent strong results,” said President and CEO Travis Jones. “We make it our mission to put our customers first and deliver quality results day in and day out.”
The customer satisfaction survey using a seven-point scale for measurement, from “dissatisfied” to “very satisfied.” This year, GreenStone’s “very satisfied” results also climbed to 74%, up from 72% in 2022. This is an all-time high score for the cooperative, and a testament to the quality of service our staff works hard each day to deliver.
GreenStone remains committed to being a go-to-lender for farms, agribusinesses and rural customers in our service area. Satisfaction scores for each business segment again showed strong results at or above last year’s scores.
Other areas GreenStone saw an increase in satisfaction include the effectiveness of credit staff, communication with customers, being a lender that understands agribusiness, and having a local branch that is easy to get to and utilize. Each of these independent performance scores sat at more than a 94% satisfactory score.
More than 75% of participants provided candid comments about the cooperative in their survey. Comments about the speed and convenience of service, and the kindness, knowledge and accommodating nature of GreenStone’s employees were pervasive throughout the results.
“We saw very few comments about numbers and loan products, and far more comments related to the culture of GreenStone,” said Jones. “It is clear our staff have a deep care for serving rural communities in Michigan and northeast Wisconsin. We work hard to provide speedy service and seamless customer experience, and we are proud to see that the speed of our service, coupled with our relationship focused people, was highlighted in positive feedback from customers in the survey.”
GreenStone’s customers also provided feedback on our Patronage program mentioning the benefit of being a part of a cooperative that gives a significant portion of its earnings back in the pockets of its members. This year, GreenStone returned $120 million back to our members, which is more than 40% of our net earnings from 2022.
“It’s important for us to be able to give these earnings back to our customers,” said Jones. “Our customers are our owners and we take every opportunity to celebrate our partnership – and the benefits of the cooperative - with them.”
GreenStone customers from Michigan and Wisconsin participated in the annual survey.
