Member Benefits
We’re interested in what our members have to say and we think you will be too.
Don’t just take our word for it–read testimonials from members responding to our surveys.
We can tell you that we’re great, but you don’t have to take our word for it. Each month our members provide us with feedback through surveys to ensure that we are providing the best possible experience. We’re proud of the service provided and how we treat our members. But we’re even more proud of the fact that our members also feel good about how they’re treated. Tracking our performance ensures we don’t just talk the talk – we walk the walk.
"Direct Federal continues to make banking simple and easy. If it works, don’t fix it." - Phil, Norwell, MA
"I have always been very pleased with Direct Federal’s services. Many outstanding employees." - Kevin, Lynn, MA
"I have always been amazed with your customer service representatives. Never in a hurry and willing to listen." - Suzanne, Sudbury, MA
"Don’t change any of your policies. I love doing business with Direct Federal. The personal touch and not having to deal with a recorded message like most banks is my favorite thing." - Beverly, Stoughton, MA
"Just keep on being nice to all people." - Mable, Mattapan, MA
Home Equity
Mortgage
Auto Loan
Visa
CDs
Money Market
IRA
Member Checking
Home Equity
Here’s what our some of our members have to say about our Home Equity Line:
“You guys are amazing! As promised, you approved the application in minutes, called me for closing in 24 hours after receiving my home appraisal and closed in the convenience of my own home. I didn’t have to drag the kids anywhere.” – Ajai, Westbough, Ma
"I have worked for banks before and I have never received such professional and super fast service as I did with your company.” – Paul, Newton, MA
“I work for a bank and I know we should take lessons from Direct Federal CU. Thank you!” – Karen, Milton, MA
“The wrong information was printed on my checks, but was corrected quickly. The closing couldn’t have been easier or faster. The woman who closed for us that night was fabulous! She was professional, friendly, and very helpful in answering all of our questions.” – Emily, Norton, MA
“I never expected this to be so easy. I’m so excited to remodel the kitchen and pay off some bills. Thank you.” – Frank, Sherborn, MA
“I have to say that this transaction with Direct Federal was the easiest, quickest, and most painless banking transaction I have ever experienced.” – Carol, Wellesley, MA
“I will continue to be impressed at the ease and professionalism in which our refinancing was carried out. It was a head and shoulders above every closing in which I have ever been involved in--and I have been a practicing attorney for over 26 years!” – Andrew, Millis, MA
“The service that I received exceeded my expectations.” – Janis, Brookline, MA
“It was the best experience possible, not a lot of paperwork!! I only wish that I had done business with you a long time ago.” – Lynn, Millbury, MA
“This was by far the easiest process that I have ever gone through in closing a home equity line. It was quicker than I ever expected.” - Ned, Weymouth, MA
“As a 20+ year member it should be noted that I have come to expect an exceptional level of service. Direct was once again exceptional compared to others.” – Allison, Framingham, MA
“AWESOME customer service! That is a rare find these days!” – Debra, Peabody, MA
“The way you guys take care of your customers is amazing.” – Ken, Dedham, MA
“I love that when I call I speak to a real person and that person can help me with any questions and/or concerns I may have without transferring me to someone else.” – Susan, Medfield, MA
“After having worked in retail banking for nearly 15 years, I was extremely impressed with the process. Our closing was not only warm and professional, it was accommodating for our children who came with us.” – Stanley, Needham, MA
“You have it down to a science. My own bank was going to take 30 days—you did it in 2 days.” Scott, Braintree, MA
“Service was excellent. The application process was extremely easy.” – Lisa, Norwood, MA
Making the Grade
The Home Equity Team exceeds or meets members' expectations 99% of the time.
How Home Equity Members Rate Direct Federal:
| Exceeding Expectations | Meeting Expectations | Not Meeting Expectations | |
|---|---|---|---|
| Overall Service Level | 79% | 21% | 0% |
| Approval Time of Loan | 89% | 9% | 2% |
| Promptness of Answers to Questions | 77% | 22% | 1% |
| Convenience of Closing | 82% | 16% | 2% |
Results for the past six months.
Mortgage
Here’s what our some of our members have to say about our Mortgages:
“Direct Federal was extremely helpful and user friendly. A very satisfying experience overall.” – Mary, Westwood, MA
“I love the fact that you answer the phone on the second ring and it’s the main reason why I went with you.” - Denise, Natick, MA
“Nice job. Very professional manner!” – Hector, Everett, MA
“All the people I have interfaced with went above and beyond what anyone would expect from bankers.” – John, Lunenburg, MA
“We wish other banks and lenders were as good.” – Donna, Framingham, MA
“It was a very positive experience. DFCU is easy to do business with, which is why we have had our account with your institution for 25+ years!” – Steven, Newton, MA
“The easiest refinance I’ve done!” – Alves, Braintree, MA
“I was very happy with the prompt and efficient service we received from Direct-- without even leaving our home.” – Randy, Dedham, MA
Making the Grade
Our members rate our Mortgage Experts as meeting or exceeding expectations 100% of the time.
How Mortgage Members Rate Direct Federal:
| Exceeding Expectations | Meeting Expectations | Not Meeting Expectations | |
|---|---|---|---|
| Overall Service Level | 71% | 29% | 0% |
| Approval Time of Loan | 71% | 27% | 2% |
| Promptness of Answers to Questions | 75% | 23% | 2% |
| Convenience of Closing | 73% | 25% | 2% |
Results for the past six months
Auto Loan
Here’s what our members have to say about our Auto Loans:
“Upon finding the vehicle I was looking for, I immediately applied for financing and a few days later, I was happily driving my truck. Having a check in hand gave me the advantage I needed when negotiating the purchase.” – Jeff, Needham, MA
“I am thrilled to be a customer because as an added bonus, when I call, I actually talk to someone! Amazing!" - Sandy, Norwood, MA
“I would not finance a car anywhere else!” – Helen, Medway, MA
“Outstanding service. I’ll always recommend Direct to friends and family.” – Amanda, Walpole, MA
“This is the 2nd car that I have financed through Direct Federal and you have made it much easier to secure an auto finance loan.” – Rita, Ashland, MA
“One of the best decisions I ever made was switching from a big bank to Direct Federal Credit Union. With all the worries in life, banking is not one of them. Thanks.” – Steven, Needham, MA
“I could not have better service. I am impressed and delightfully surprised.” - Paula, Wellesley, MA
“I did everything online. I didn’t have to speak with an associate. It was the easiest thing I’ve done.” – Danielle, Bellingham, MA
“This was a fantastic experience - I walked in to inquire about a loan and walked out with a check in-hand 20 minutes later! I am impressed by the service you provide to your members!” – Jonathan, Dover, MA
“This was an excellent experience. The customer service was outstanding…very rare in this day and an age! Great experience!” – Keri, Holliston, MA
“It couldn’t have been easier. I applied online and had an answer within a half an hour. This is why we’ve been customers for 28 years and counting.” – Nancy, Dover, MA
“It was easy and with no stress applying online to get a loan. No hassle driving through town, make arrangement out of my busy schedule or taking a day off of work.” – Terri, Holliston, MA
“The application over the Internet was so easy. However, I made a mistake and when I called Direct the associate understood and corrected my error immediately. That made me so happy.” – Jenn, Dedham, MA
“I had no idea it could be so easy to complete a car loan application and get a check so quickly. Thanks.” – Marsha, Brookline, MA
“Everything was done over the phone. I was able to get a better price because I had the check in my hands. Thank you.” – Vincent, Marlborough, MA
Making the Grade
Direct Federal's Auto Loan process exceeds or meets members' expectations 99% of the time.
Auto Loan Members Who Rate Direct Federal as:
| Exceeding Expectations | Meeting Expectations | Not Meeting Expectations | |
|---|---|---|---|
| Overall Service Level | 83% | 16% | 1% |
| Ease of Application | 91% | 9% | 0% |
| Approval Time of Loan | 88% | 12% | 0% |
| Speed of Check Delivery | 90% | 9% | 0% |
Results for the past six months
Visa
Here’s what our members are saying about our Direct Federal Visa:
“I spoke with Blossom and Pauline and the girls that answered the phone were all true customer service people—polite and pleasant and so willing to help. I am happy to be with you. My time is so limited because of work. Pauline went out of her way for me. It made my life so easy. Thank you.” – Barbara, Millis, MA
“Companies should have more associates like Joanne, who was helpful, knowledgeable and polite. It was a pleasure doing business with her.” – Monica, Norton, MA
“Very prompt service; all associates are very helpful.” – Anonymous
“The woman who worked with me over the phone was wonderful. I couldn’t believe how quickly I was approved. I received an email within an hour of talking to her. This is why our family has been members for over 30 years.” – Matt, Needham, MA
“You are the best.” – Alex, Walpole, MA
“I have come to expect nothing but the best and highest quality of service from Elizabeth. I have the utmost confidence in everything that she handles for me.” – Harry, Wellesley, MA
“It’s always a pleasure working with the staff at Direct. They are always very professional, but friendly - making me feel more like a friend and not just a customer.” – Adam, Weymouth, MA
“I am always very happy with everyone at Direct Federal. I always refer people to DFCU. Thank you all for being so great and treating me as if I was special.” – Arthur, Foxboro, Ma
Making the Grade
We’re proud to report that we exceeded or met the expectations of every one of our Visa members.
Visa Members Who Rate Direct Federal as:
| Exceeding Expectations | Meeting Expectations | Not Meeting Expectations | |
|---|---|---|---|
| Overall Service Level | 81% | 19% | 0% |
| Ease of Application | 86% | 14% | 0% |
| Approval Time of Loan | 83% | 17% | 0% |
| Speed of Card Delivery | 81% | 19% | 0% |
Results for the past six months
CDs
Here’s what our members have to say about our CDs:
“Great CD rates. Great Service! I’m gradually moving all my money from my other bank accounts to Direct Federal.” – Sal, Dover-Sherborn, MA
“I as well as my wife (joint account) were treated as if we were royalty. Ms. Brown, Ms. Manley and Faye were very courteous, helpful and knowledgeable. We certainly would recommend the bank to one and all.” – Sam, Newton, MA
“I am always impressed with service at Direct Federal CU and fully intend to transfer my CDs from other institutions to Direct once they mature.” – Connell, Dedham, MA
“An excellent banking experience! The credit union’s physical appearance is very neat and clean. Everyone is very pleasant and willing to offer assistance. In particular, Ann Brown opened my account in a very time-efficient manner and made me feel very comfortable and welcome as a new member.” – Ray, Medford, MA
“Congratulations. You are the first bank I’ve used that sent me a confirmation for more money than I deposited. I think this is a great policy. Keep up the good work. For the record the mistake was corrected quickly, courteously and correctly. Your service is great.” – Elliot, Sharon, MA
“Direct Federal is the best! The interest rates are almost always the highest and the staff is always pleasant and helpful. Just keep up the good work. It’s hard to improve on perfection! I just may be your biggest fan!” – Marc, Ashland, MA
“Very seriously, I believe that your bank has very high standards. Keep up the good work. I appreciate your CD rates.” – Henry, Bellingham, MA
“I always have my questions answered. Everyone is friendly and always meets my needs. Thank you.” – Derek, Hopkinton, MA
“I love your bank. There is always something exciting going on. Thanks for my thermos and Red Sox ball. Think I might be able to throw a curve! Have a good day.” – Lewis, Boston, MA
“Rates are great; location is very convenient, service is prompt and pleasant. Statements are clear and easy to read. No complaints! Thanks for the candy.” – Matthew, Randolph, MA
“Thank you for making banking the way it used to be.” – Anonymous
“Everyone at the bank is knowledgeable, helpful and very pleasant. It is a pleasure to do business there.” – Debra, Natick, MA
“I love your bank. Your people seem to over extend yourselves. They gave me a folder so things are more organized. You are never rushed and today they gave me a water bottle. Now, how many banks do that? It’s not the gifts so much. The bank just has a nice atmosphere and I have always liked it.” – Lewis, Medfield, MA
“Your customer service continues to be outstanding!! Opening and closing CD’s at other banks is ridiculous. It takes forever and mistakes are made. It’s always simple and easy with Direct Federal.” – Steven, Newton, MA
“No need for improvement. I’m very happy that a person answers the phone, instead of a machine. I am delighted that the person who answers the phone can do whatever I need, instead of being transferred around for long lengths of time, like when I call Bank of America (whom I have since dropped).” – Dustin, Westwood, MA
“Service was very quick and easy. Confirmation was at my home and very fast. DFCU provided us with very good service. It saved me lots of trips and time because I was able to do business via mail, phone and email. Thank you Direct Federal. Good job.” – Thomas, Norton, MA
“Whenever I call Direct associates are professional, efficient and friendly. It is a pleasure doing business. I also appreciate the information you make available on your website.” – Robert, Marshfield, MA
Making the Grade
Our New Account Team is highly focused on exceeding each member's expectations.
Certificate of Deposit Members Who Rate Direct Federal as:
| Exceeding Expectations | Meeting Expectations | Not Meeting Expectations | |
|---|---|---|---|
| Overall Service Level | 73% | 27% | 0% |
| Application was easy to complete | 61% | 39% | 0% |
| Rates and fees were clearly communicated | 58% | 39% | 3% |
| Accurate Account Opening | 53% | 45% | 2% |
Results for the past six months
Money Market
Read what some of our members have to say about our Money Market:
“I have spoken with many of your CS representatives regarding many issues, specifically Lynn Boynton and Susan there. All have been exceptional in answering IRA and other issues. I would like to see free checking and free on line banking, so we can consolidate all of our accounts. Other than that we have referred several people and businesses to DF and will continue to do so as long as you continue this incredible customer service. Very special. Thanks to Lynn for her patience and quickness regarding the transition of 2 IRAs.” – Bob, Burlington, MA
“Customer service representative Ann Morrisey was a pleasure to have dealings with. She was thorough and efficient. She communicated all information and receipts correctly. I would recommend Direct for all future transactions.” – Collin, Saugus, MA
“I came in to apply for a CD and Money Market account on a very busy afternoon. There were lots of people waiting and a woman came out and in a very short period of time assessed everyone’s needs and got them in the right line. In minutes I was opening my account by this very helpful person. I was amazed and impressed. I loved the candy too.” – Emily, Brookline, MA
“As usual, your customer service team is outstanding. Very helpful, accurate and they know their products. They are a big help, no matter what I call for. In the 10-15 years I have been a member, I have never once been disappointed. Please thank the team for me.” – Hank, Braintree, MA
“We have always been pleased with Direct Federal. It is a nice place to bank, convenient to park and employees are very nice.” – Stacy, Milton, MA
“It’s always a pleasure to interact with DFCU employees. They are helpful, knowledgeable and pleasant.” – Levine, Allston, MA
“I adore this credit union. The sweets and presents were an unexpected pleasure! I am purchasing all of my CD’s through you now! What a pleasure doing business with you. I’ve raved about you to family and friends.” – Lynn, Waban, MA
“I am happy I found your credit union. Your employees are wonderful!” – Anonymous
IRA
Here is what some of our members have to say about our IRA:
“Direct Federal has always been excellent in their service with my account and me. It is a pleasure to get a person on the phone verses a computerized IVR system. Thank you.” – Greg, Lexington, MA
“I’ve been a DFCU member since 1966 and it just keeps getting better. What else can I say? Keep it up! Thank you!” – Mike, Needham, MA
Member Checking
Read what some of our members have to say about our Member Checking Account:
“Wonderful service.” – Katie, Framingham, MA
“I had lost the re-order card to reorder checks, but just a call to your team solved everything. It must have taken all of half a minute!” – Glen, Lynn, MA
“The representatives at Direct are always very courteous and helpful!” – Miranda, Danvers, MA
“I have to tell you that your customer service always exceeds my expectations each and every time I use it. The fact that I get a live person to talk with is top notch. My accountant requested from me, copies of all checks written last year from my account, when I called with my request I was helped with my problem immediately and all information needed was at my home within 2 days. Your staff is helpful, friendly, knowledgeable & professional. I was able to supply my accountant with the above information quickly and in full. She told me most banks would take a while to process my request and to be prepared to pay a fee for this service. I was delighted to find that her advice was wrong when dealing with your company. Kudos to you and your staff! Thank you very much. I would like to give you a positive comment about your website. It is easy to use and very helpful in saving me time so I can do the other things I enjoy in life besides banking!” – Marianne, Medway, MA
“Customer service representatives were very helpful. Because of my lack of timing, I needed them as soon as possible. She understood and walked me thru the process quickly and accurately.” – Peggy, Norwood, MA
“You guys are awesome! You open your doors 7 days a week. What more can a customer ask for?” – Leanne, Natick, MA
“We’ve been depositors for many years. Customer service has always been excellent! How does one exceed excellence?” – Martin, Dedham, MA
“I have come to expect a high level of service from Direct Federal and I am not disappointed. Hard to exceed such high expectations.” – Charles, Foxboro, MA
“We have been members since 1965 as Polaroid Credit Union. Direct is the best banking system in every aspect. Your people are to be commended for their customer satisfaction. Please don’t go away or merge with anyone. You are the best.” – Cerasuolo, Framingham, MA
