Banks and credit unions: How to communicate to customers and members during the COVID-19 outbreak

Published March 23, 2020

Information on the COVID-19 outbreak is changing rapidly, and it can be difficult to know how to respond to your banking customers and members during this uncertain time. 

We want to help you stay informed and connected—and help you to do the same for your customers and members. Here are a few tips. 



Cleaning procedures

The Centers for Disease Control and Prevention (CDC) has said the coronavirus is contagious. So clearly communicate how you’re cleaning and sanitizing your branches, ATMs and drive-thru equipment. Check online for new, recommended cleaning standards and let your customers know about any adjusted cleaning procedures.


Banking hours

Consider protecting vulnerable populations by saving early hours for these customers, like some retailers are. Make sure you use signage, SMS notifications, email and phone calls to let your customers and members know about any changes to your hours.


Stay in the know

The financial environment is changing moment-to-moment right now, and it’s important to keep up on news about regulations. The CDC and the World Health Organization offer constantly updated information.


Ask for feedback

When you talk to customers and members, ask them how you can serve them. Whether by email, social media or online, ask how you can make this time better, communicate better and establish better services.


Educate about your online tools

If your customers can’t access your branch, create a simple education flyer, statement stuffer, email or webpage that simply and clearly explains your online and mobile tools, where to find them and how to use them. 

Train your branch staff on how to promote your digital offerings, which can help customers stay on top of their finances at this time, but from a distance. Provide contact information and consider establishing a dedicated assistance response process during this time if your users have any questions.


In a time of uncertainty, count on NCR

NCR is committed to helping financial institutions of all sizes navigate the many challenges of the COVID-19 outbreak. For more information, please contact NCR.

Our banking solutions experts are in the trenches with our customers, working hard to help provide guidance, solutions and recommendations

You can find us at us call you back, call us in the U.S. at 1-800-CALL-NCR or call outside of the U.S. at 1-937-445-1936.


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