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David Deckelmann in Survey strategy
Qualitative vs Quantitative Feedback in Member Experience Surveys
Credit union member experience surveys should look for a balance of qualitative vs quantitative feedback. Read on to learn more.
David Deckelmann in NPS, Survey Metrics
Credit Union Fee Income vs. Member Sentiment
Fee income is the boogeyman of choice in credit unions these days, but how much does it affect member sentiment? See the NPS results here.
David Deckelmann in Survey strategy
How Mid Oregon Credit Union Increased Member Satisfaction
Mid Oregon Credit Union, a $600m institution serving Central Oregon. Here’s how they increased member satisfaction in their call center.
David Deckelmann in Survey strategy
The Easiest Way to Increase Your Survey Response Rate
You can essentially double or triple your survey response rates by sending reminder emails.
David Deckelmann in Survey strategy
Survey Language: How You Ask the Question Matters
Recently, a credit union reported an NPS score of 85. For reference, the average credit union NPS is in the mid-40s. A good NPS is in the 60s. So sure, 85 is possible, but it warrants further examination.
David Deckelmann in Survey strategy
When to Send Surveys to Maximize Engagement
One of the easiest ways to maximize engagement with surveys is to make sure the recipient receives it at the right time. But when is the best time to send a survey?
David Deckelmann in Survey Metrics
Member Experience Metrics Credit Unions Should Measure
There are two different kinds of member experience metrics that credit unions typically measure: Hard metrics and intangibles.
David Deckelmann in Survey Metrics
NPS for Credit Unions: How to Get Started
This is Part 5 of a 5-part series about credit union NPS. Read Part 3 to learn how to improve your NPS or Part 4 to learn why NPS can be unreliable!
David Deckelmann in Survey Metrics
The Ultimate Credit Union NPS Guide (Part 4)
This is Part 4 of a 5-part series about credit union NPS. Read Part 2 to learn what your score means or Part 3 to learn how to improve your NPS!