LiveSurvey Blog
Browse Categories
David Deckelmann in Article, Uncategorized
Member Effort Score and Why its Important
Why is Member Effort Score important for Credit Unions? Are you familiar with the term “Member Effort Score”? LiveSurvey frequently gets asked what it means, and if you’re not already utilizing member effort score—also commonly known beyond the credit union industry as Consumer Effort Score or CES—it’s time to get on board. This […]
David Deckelmann in Article
Out of touch with Your Membership?
Did you know: 80% of companies say they provide great service, but only 8% of consumers say they receive "great service" from the companies that serve them. In other words, 90% of companies who say they provide great service are just plain wrong. Are you one of them?
David Deckelmann in Article, How-to Guide
Don’t Let Detractors Get You Down
Immediate follow-up and attempted resolution is also a powerful way to reduce negative word of mouth. In the old days, when a member was upset they would pick up the phone and call your contact center. Now, the member picks up their smartphone to angrily inform to their 432 Facebook friends how terrible their Credit Union is! Keep your Facebook profile clean by following up to negative survey responses immediately.
David Deckelmann in Article, How-to Guide
Focus on Transactions to Build Better Relationships
Every interaction has an impact on the relationship. But service transactions are more influential than branding or environmental touchpoints. And, as we've discussed before, service interactions are far more likely to drive disloyalty than loyalty. So if you’re not running transaction-level surveys, there's a hole in your bucket.
David Deckelmann in Article, How-to Guide
NPS Step-by-Step: How to Get Beyond the Numbers
It's important to recognize that the effort to measure and understand the member experience is not an expense, but rather it's an investment in creating more profitable members. A better Mx will create happier members which can have a big impact on your bottom line.
David Deckelmann in Article
Is Your Credit Union Truly Member-Centric?
It’s clear that the member experience is more important than ever. To win the hearts (and wallets) of tomorrow’s members, Credit unions need to become even more focused on being member-centric organizations.
David Deckelmann in How-to Guide
Designing Your NPS Survey: Keep it Simple
Getting started with NPS is probably easier than you think. The most basic NPS survey is only two questions long. That's it. You can add more-- but you don't have to. Especially at first. There is power in its simplicity.
David Deckelmann in How-to Guide
Introduction: Your 2018 Member Experience Playbook
Thanks to cloud technology, NPS is finally accessible to small and medium-sized credit unions as well. CU's have always known how to "connect" but struggled to effectively manage the frequency and quality of these connections.
David Deckelmann in Article, How-to Guide
LiveSurvey Feature Highlight: Question Alerts
Each week, I try to share helpful information about surveys or survey methodolgy in general each week, but this week I'm doing something a little different. This week’s blog highlights a key feature of LiveSurvey, Question Alerts, and discusses the primary issue it was designed to solve. We created question alerts so our clients never again miss an opportunity to rescue a member relationship.