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David Deckelmann in Surveys
Relationship vs. Transaction Surveys
Credit unions must keep in touch with member needs if they want to grow. The best way to do that is with member surveys. There are two major categories of member surveys: Relationship and transaction.
David Deckelmann in Survey strategy
Credit Union Journey Mapping: What It Is and Why It’s Important
Journey mapping is a way to visualize or understand a person’s path from Point A to Point B. It has become an important tool in tracking consumer experience for many use cases…
David Deckelmann in Survey strategy
Turn Bad Member Experiences into Positive Reviews
Unless you live alone, you probably do some chores (we hope). And you probably get criticized more for undone chores than thanked for completed ones, right? Forget to clean the bathroom one time and then hear about it for months…
David Deckelmann in Member Insight
4 Must-haves for Your “Voice of the Member” Program
Credit unions today must compete with big banks and fintechs alike. To attract and retain members, credit unions must tap into the voice of those members.
David Deckelmann in Survey strategy
DIY Credit Union Member Surveys: Who, What, When, Where, and Why
In this post, we will explore the idea of using member surveys to improve service. Being based in the credit union industry, we’ll be looking at the topic from the perspective of credit unions who want to create their own survey. Basically, this is a DIY guide.
David Deckelmann in Survey Metrics, Survey strategy
Survey Comment Categorization Is Better Than NPS
Credit unions all across the US still cling to their NPS scores. And why not? It’s a recognizable metric that monitors direction and performance over time. Plus, it can be used for peer benchmarking—if you’re into that sort of thing.
David Deckelmann in Survey strategy
Credit Unions: Use That Marketing Consent Question!
Marketing consent questions should be used in far more surveys. That holds true especially for organizations that feel they don’t have as many marketing resources as they’d like.
David Deckelmann in Strategic Survey Ideas
Why You Need an Attribution Question in Transaction Surveys
The short version of this blog can almost be summed up like this:
David Deckelmann in Strategic Survey Ideas
Forget Members… Send a Credit Union Employee Survey!
In any field, it’s easy to get so focused on one thing that you lose sight of everything else. And, in with credit unions, that one thing is usually our members.