LiveSurvey Blog

What are the Top 3 Surveys that Credit Unions Use?

October 16, 2018

LiveSurvey is a powerful tool to help you gauge member satisfaction at your credit union. With it, you can determine your net promoter score (NPS), receive member feedback, or even engage people on social media. Despite its broad functionality, there…

What is the Difference Between Relationship Surveys and Transactional Surveys

October 10, 2018

David Deckelmann

Surveys

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For credit unions or CUSOs looking to take their products and services to the next level, it’s important for them to keep in touch with their customers. One of the tried-and-true methods of determining customer satisfaction is by administering brief…

What is the Benefit of Peer Benchmarking?

October 10, 2018

David Deckelmann

Strategic Survey Ideas, Surveys

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Peer benchmarking is the process of evaluating your credit union against its competitors. While comparing two or more businesses, you may learn about how well match up against similar organizations. That’s all well and good, but does comparing oneself to…

Why are Relationship Surveys Important?

October 2, 2018

David Deckelmann

Article, NPS, Surveys

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Do you know why Relationship Surveys are so Important? While some of our mothers may protest to the contrary, nobody’s perfect. Credit unions are the same. If you’re looking for ways to improve your business, where would you start? We figure…

What are the Pros and Cons of a Net Promoter Score?

October 1, 2018

David Deckelmann

Article, NPS

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Do you know the Pros and Cons of a Net Promoter Score? If you’re looking for some kind of data to give you insight about how customers feel about your business, you may consider finding your net promoter score, or…

The Answer to the Number One Question – NPS or MES. That is the question.

September 25, 2018

David Deckelmann

Article, Uncategorized

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Net Promoter Score -or- Member Effort Score That is the question. The Number One Question What is the difference between Net Promoter Score and Member Effort Score for Credit Unions? There are multiple tools available for measuring member satisfaction…

Member Effort Score and Why its Important

September 25, 2018

David Deckelmann

Article, Uncategorized

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Why is Member Effort Score important for Credit Unions? Are you familiar with the term “Member Effort Score”? LiveSurvey frequently gets asked what it means, and if you’re not already utilizing member effort score—also commonly known beyond the…

Out of touch with Your Membership?

April 13, 2017

David Deckelmann

Article

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Did you know: 80% of companies say they provide great service, but only 8% of consumers say they receive "great service" from the companies that serve them. In other words, 90% of companies who say they provide great service are just plain wrong. Are you one of them?

Don’t Let Detractors Get You Down

April 4, 2017

David Deckelmann

Article, How-to Guide

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Immediate follow-up and attempted resolution is also a powerful way to reduce negative word of mouth. In the old days, when a member was upset they would pick up the phone and call your contact center. Now, the member picks up their smartphone to angrily inform to their 432 Facebook friends how terrible their Credit Union is! Keep your Facebook profile clean by following up to negative survey responses immediately.

Focus on Transactions to Build Better Relationships

March 28, 2017

David Deckelmann

Article, How-to Guide

No Comments

Every interaction has an impact on the relationship. But service transactions are more influential than branding or environmental touchpoints. And, as we've discussed before, service interactions are far more likely to drive disloyalty than loyalty. So if you’re not running transaction-level surveys, there's a hole in your bucket.

What are the Top 3 Surveys that Credit Unions Use?

What is the Difference Between Relationship Surveys and Transactional Surveys

What is the Benefit of Peer Benchmarking?

Why are Relationship Surveys Important?

What are the Pros and Cons of a Net Promoter Score?

The Answer to the Number One Question – NPS or MES. That is the question.

Member Effort Score and Why its Important

Out of touch with Your Membership?

Don’t Let Detractors Get You Down

Focus on Transactions to Build Better Relationships

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