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…
Well, the truth is that negative reactions are easier to share than positive ones for most folks. Unfortunately, in the age of social media, a single negative review can reach tens of thousands of people!
That means it’s critical to turn your credit union’s bad member experiences into positive outcomes.
So, how can you keep complaints from reaching social media channels or review sites like Yelp! and Google? And how can you turn those complaints into positive reviews?
Negative Experiences and Reviews Will Happen
Social media can be both a blessing and a curse for organizations everywhere. With so many people turning to online reviews to make decisions these days, it’s critical that credit unions keep negative reviews from tarnishing your credit union’s reputation!
You can reduce your number of negative reviews with instant transactional surveys.
Instant transactional surveys are satisfaction surveys that go out to members right after they complete a specific transaction (such as a branch visit or credit card application). They can be provided in various forms, including emails and text messages.
Transactional surveys give you a better chance at turning that unhappy member into one that is completely satisfied!
It’s all thanks to your willingness to correct the problem in a timely manner. They may even leave you a positive review on Facebook or Yelp!
The Benefits of Instant Transaction Surveys
Protecting your Facebook or Yelp! page from poor reviews can significantly boost your credit union’s reputation. With instant transactional surveys, your credit union stands to gain many significant benefits from such a rapid feedback loop:
Resolve complaints quickly. Don’t bother with surveys that solicit feedback days or even weeks after the transaction. By then, the damage is done and chances to resolve the issue are virtually gone. Instead, products such as LiveSurvey send out surveys within seconds of a transaction. Then, they immediately notify you with the response, making a positive resolution much more likely.
Improve feedback. The faster you can have members fill out surveys after their transaction, the more likely they will be to remember it and provide you with more information.
Show that you care. Asking your members for feedback shows that you care about how you can serve your members better. This can turn a negative experience into a positive, memorable interaction!
Provide better services. With instant feedback from transactional surveys, you can get better information on how to improve services for your credit union members.
Go onto any Yelp! page. You’ll see that the businesses with higher ratings engage with their reviewers. They reply to negative reviews with apologies and promises to make things right.
With instant transaction surveys, you have the opportunity to engage with dissatisfied members before they even leave a review. This is how to turn bad experiences into positive reviews!
With Instant Feedback, Everyone Wins
Transactional surveys allow credit unions to handle member complaints in real-time. In turn, credit unions can identify which areas they need to improve to make the experience for members better. They can also directly address the dissatisfied member!
This can prove to be invaluable when it comes to providing members with a speedy resolution to their problems. Contact LiveSurvey to find out how you can get real-time feedback and improve your credit union’s services.