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David Deckelmann in Member experience
How Do You Connect with Members During a Crisis?
In the last month and change, businesses all over North America started closing. It was slow at first, but soon entire industries were closing doors and shuttering windows. And those business owners, employees, and customers are often credit union members. All the while, the far more sinister specter of COVID-19 looms over us all. To […]
David Deckelmann in April Fools
LiveSurvey Introduces the VERY Live Survey
LiveSurvey is already the only credit union-specific survey that delivers realtime surveys and results after transactions. It’s also flexible, able to reach your members through several media. However, there’s always room for improvement. We at LiveSurvey hear the term “omnichannel” often. That makes us think it’s important somehow. And so, to further extend our nearly […]
David Deckelmann in Survey Metrics
Five Employee Mistakes that Destroy Member Loyalty
The benefit of exceeding expectations is relatively small. On the other hand, the cost of failing to meet expectations can be huge. A negative member interaction can have up to four times the impact of a positive one.
David Deckelmann in Survey strategy
Surveys Give Credit Unions a Marketing Edge
Surveys are important tools for ensuring consistently great member service at credit unions. They provide the kind of member insight needed to make informed strategic decisions. They also highlight issues and areas that need improvement. But surveys do more than just boost your member experience. They can also be leveraged for marketing purposes. Here are […]
David Deckelmann in Survey Metrics
Why Your NPS Score Might Be Inflated…
The Net Promoter Score is a great metric to measure customer satisfaction in any industry. However, just because it’s a standard metric, that doesn’t mean it gives standard, easily-compared scores. Many high NPS scores are simply inflated due to a sampling bias. Sampling biases often arise in surveys. Essentially, if you don’t survey everyone, you […]
David Deckelmann in Survey Metrics
The Most Frustrating Things About NPS Scores
After enticing someone to take a survey, you want to make sure they finish it—and that they provide good data. Yet, the smallest things can derail even the best surveys. So, beyond preventing survey fatigue, your credit union has another task: Combatting unclear or ambiguous questions.
David Deckelmann in Strategic Survey Ideas
What Is the Likert Scale, and How Do I Use It?
As you can imagine, there are many different kinds of questions to ask in surveys. And the variety doesn’t just extend to topics—it also refers to the way questions are framed, posed, and answered. The Likert scale is one such type of question. So, what is it? And how is it used? In short, the […]
David Deckelmann in Survey strategy
Six Ways Credit Unions Can Use Member Feedback
How many ways are there to use member feedback? At the risk of being cheeky, that depends on the kind of feedback you get. Still, without getting into specifics, there are a few overarching themes about how to leverage survey information. Let’s look at how member feedback can move your credit union in the right […]
David Deckelmann in Member Insight
Key Member Satisfaction and Loyalty Touchpoints for Credit Unions
One of the key differentiators for credit unions is their superior service. Or at least, it should be a key differentiator. But are you sure you’re doing it right? And if you are, are you providing that same great member experience across all major touchpoints? Here are a few major member touchpoints where you should […]