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One Survey Doesn’t Tell the Whole Story

A good transactional survey score doesn't tell you if your *overall relationship* is in trouble. Understanding your relationship status will impact how you handle future interactions. That's the logic behind a Relationship Survey.

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Do You Know How Well Your Employees Performed Yesterday?

Getting Feedback About Member Experience is Critical to CU Success If you don’t know how your staff served members yesterday, it may be a sign that you should rethink how your credit union tracks, measures, and analyzes its performance. Credit union managers often focus on their marketing efforts to attract those who are leaving banks […]

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Listen to Your Membership and Create Huge Growth

Where did you hear about us?” A very common question posed on new member surveys, typically to help measure marketing effectiveness. But there is a difference between knowing where your message was heard and knowing why your message worked. Finding out the why a new member chose you (along with further segmentation by demographics and product type) will spotlight the highly resonant portions of your message, thereby creating new targeting insights for your advertising efforts.

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Old-fashioned NPS Gets an Update

Also called "Drip" or "Waveless" NPS, real-time NPS is the modern version of the Ultimate Question. Technology-centered CUSO’s like LiveSurvey can modernize your NPS by automating the admin and analysis so you can focus on insight and action. Modern NPS is no longer a periodic check in, but rather an ongoing measure of member relationship health, generating insights leading to real improvements.

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Supercharge Your Surveys with Questions That Matter

Many a company has wound up making bad business decisions trying to guess what the millennial generation really wants. So how to find out what the next generation values about your relationship?

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Do Your Survey Questions Reflect Your Business Strategy?

Your Goals Have Changed. Why Haven’t Your Survey Questions? All credit unions have business goals that they want to achieve, whether it is improving a specific product’s effectiveness, offering more services to members, or growing their membership. But when it comes time to consider their member survey strategy, many credit unions fail to take their […]

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Want to Reduce Member Frustration? Use Net Promoter Score®

As credit unions, we would like to be on top of our game all of the time, but this is probably unrealistic. While we certainly don’t receive nearly as many complaints as banks, credit unions are not immune to frustrated members. Whether it’s an overdraft fee, a debit card dispute, or getting turned down for […]

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Why Member Surveys are so Important

How Member Surveys Can Help Increase Customer Satisfaction When your credit union is firing on all cylinders and sales are up, it can seem as though there is little room for improvement at your branches. However, basing your efforts on how you are doing compared to others isn’t the end-all of accurate measurements, and can […]

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3 Reasons NPS Alone Isn’t Enough

Why Stop at NPS? Ever since Fred Reichheld created the Net Promoter Score® (NPS®) in 2003, the metric for measuring customer loyalty and satisfaction has been widely used by credit unions today. This metric may be frequently referred to as the “Ultimate Question”, but this doesn’t mean that it should be the ONLY question. While […]