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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.
David Deckelmann in Article, How-to Guide
The Big Mistake Credit Unions Make on Net Promoter Score®
The net promoter score methodology is probably the most widely used survey metric in the United States. But most credit unions who are using it are doing it wrong, and the result of an improperly deployed NPS program can be damaging to the bottom line.
David Deckelmann in Article
Ride Member Loyalty to Increase Profits
Understanding your member loyalty will help you predict which members are ready for new offers from you. Even more critical is knowing which members are at risk of defecting, and what steps you need to take to prevent it.
David Deckelmann in Article
Help Your Promoters Spread the Word
It isn’t that impressive when a credit union toots their own horn, but when others do it, the results can be stunning. Member testimonials and online recommendations are extremely powerful and have the highest effectiveness rating for every type of content marketing. Online reviews have an amazing reliability rating of 89 percent. Use this easy technique to boost your online reputation.
David Deckelmann in Article
Move Over, NPS, There’s a New Metric in Town
Experimenting with a blend of [Member Effort Score and NPS] can help you improve your services and give you a better picture of your member’s loyalty to your credit union.
David Deckelmann in Article, How-to Guide
NPS Tune-up: 3 Common Mistakes, Plus 2 Winning Tips
Is it time for an NPS Tune-up? Implementing NPS is easy. Implementing it effectively is not. If you’re thinking about pursuing an NPS strategy at your Credit Union, or even if you already have, here are some common mistakes to avoid, and some great tips to help fine-tune your approach: Common Mistakes Mistake #1: Too […]
David Deckelmann in Article
Real-time Surveys Can Help Your Credit Union Avoid Disaster
Surveying your members is all about improving your business. While there are many different methods and approaches to go about collecting feedback, for help in navigating day-to-day obstacles, nothing beats transactional surveys. It doesn’t really matter what methods you are using to measure by. Using transactional data to generate surveys to members immediately after an […]