Agile businesses are able to quickly change directions and address pressing issues. Credit unions, in particular, have the tools they need to stay agile. By sending out surveys, credit unions can get real-time feedback about what steps they need to take to become—or remain—successful.
In this blog, we’ll look at three different areas in which credit unions can stay agile. None necessarily require surveys, but in all cases, surveys significantly increase the quality and amount of data that a credit union could use.
We’re focusing on the usage of surveys here because there’s simply no other way to get that kind of member data. If excellent member services are your goal, then member feedback and insight is the way to go for it.
1. Employee Coaching
One of the best areas of credit union transaction survey questions is about employee performance. By sending a survey out to recent branch visitors, you can start to get a picture of how well your members are being served by your staff.
For example, if members feel like wait times in the branch are too long, you can use that information to coach your staff to work more quickly with members as they come in. Or, if members feel that the tellers’ customer services isn’t quite up to snuff, you can train them to prioritize friendliness and member experience.
2. Clarification from Members
Surveys allow credit unions the chance to ask follow-up questions. If someone has completed a recent survey and that their responses are overwhelmingly negative, then you can see it as an opportunity rather than a failure.
For example, by sending a follow-up email to address a negative response, you demonstrate to your unhappy member that you’re aware of their displeasure and are already actively working to turn that frown upside-down, so to speak.
3. Keeping Your Finger on the Pulse
Real-time member data and feedback can help your credit union identify problems as they arise. No credit union wants to learn a year or two down the line that they lost some members because of a few simple, avoidable mistakes. Consistent surveys can highlight issues before they even have a chance to become full-blown problems.
Your credit union can take steps to address these problems when they first start to crop up. By doing so, you can keep your members happy. In fact, they may even be impressed by how quickly you’re able to respond to their concerns.
Agile like a Fox
The key to agility in member services—as well as all other aspects of credit union business—is being able to identify and respond to issues quickly.
Surveys are a proven, active way of paying attention to people and their worries. If your goal is to keep your members happy, one of the best ways to do that is to listen to them. You can do that by giving them a voice (with a survey, of course).
If you’d like to read more about what you can do with credit union member surveys, or if you just love reading about survey strategy, follow the links below! We keep our blog updated weekly with all the best, most interesting survey news out there.