Wave Community Bank’s latest Member Satisfaction Survey has revealed record levels of customer satisfaction, continued improvements in service quality and the growing success of workplace partnerships in helping more people build stronger financial futures.
More than 160 members took part in the 2026 survey, providing valuable feedback on their experiences and helping shape the future direction of Wave Community Bank.
Service Quality Continues to Improve
This year’s survey shows a significant increase in the number of members rating the quality of service they receive as high or very high. The figure rose from 72.5% in 2025 to 81.7% in 2026, reflecting the dedication of Wave’s staff and volunteers to delivering friendly, responsive and supportive financial services.
Overall, 75% of members said they were satisfied with Wave Community Bank, while the proportion of dissatisfied members continued to fall.
Nearly four in ten members (39%) also reported that their satisfaction with Wave had increased over the past 12 months, with many highlighting improvements in communication, account management and the support they received during financially challenging times.
Workplace Partnerships Continue to Grow
The survey also highlights the increasing role employers are playing in introducing people to Wave Community Bank. For the first time, referrals from employers became the third most common way members discovered Wave, rising from 8.6% in 2025 to 17% in 2026. This means the number of people joining through their workplace has more than doubled in just one year. The results demonstrate the growing value of workplace financial wellbeing initiatives and the positive impact employers can have by making ethical financial services easily accessible to their workforce.
Ethical Values Continue to Attract Members
Wave Community Bank’s ethical approach remains one of the strongest reasons people choose to become members.Almost half of respondents said the organisation’s ethical values were a key factor in joining, while the importance of Wave’s staff and volunteers also increased significantly compared with previous years. Three quarters of members described Wave as very or extremely approachable, reinforcing the trust members place in the organisation when they need financial support.
Digital Services Continue to Grow
Supporting Members Through Challenging Times
The survey highlighted the ongoing financial pressures facing many households. While just over half of respondents said they were still able to save while covering household bills, others reported finding it increasingly difficult to put money aside or relying on credit to manage day-to-day expenses.
These findings reinforce the importance of affordable community finance and highlight the role Wave Community Bank continues to play in helping members save regularly, borrow responsibly and improve their long-term financial wellbeing.
Looking Ahead
The results paint a positive picture of an organisation continuing to strengthen its services while extending its reach through employers and workplace partnerships. Record levels of satisfaction, growing referrals through employers and increasing use of payroll savings demonstrate that making ethical financial services available through the workplace is helping more people develop healthier financial habits.
As more employers partner with Wave Community Bank through initiatives such as Chorus, even more employees will be able to benefit from the simplicity of payroll savings, access to affordable loans and the security of being part of a trusted, community-focused financial organisation.